Customer Support Engineer

About Us

Applied Material sis an innovation-driven company. We are the leader in materials engineering solutions used to produce virtually every new chip and advanced display in the world. Our ability to identify emerging technologies that can complement and leverage Applied’s materials engineering expertise is critical to the company’s continued growth.

Requires in-depth knowledge and experience. Uses best practices and knowledge of internal or external business issues to improve products or services. Solves complex problems; takes a new perspective using existing solutions. Works independently, receives minimal guidance. Acts as a resource for colleagues with less experience.

Responsibilities:

• Work in cross functional groups to translate customer sales orders into device delivery commitment within manufacturing business guidelines
• Work with Product Line Managers or Product Managers and Engineering to process Non-standard requests (NSRs) from customers
• Primary interface with Operations Managers. Coordinate communications of order shipment status & configuration changes between operations and account teams
• Communicate status and maintenance of commitments to customers, including source inspections
• Manage the order fulfillment process from forecast, manufacturing slot request, booking closure and shipment.
• Initiate customer requested inside lead-time change requests for approvals
• Prepare clean booking checklist (CBC) to ensure all booking requirements (e.g., purchase orders, spec demonstration approvals (SDA), clarification letters, etc.) are complete
• Manage customer RMA communications process
• Escalate to management as needed to resolve booking or revenue issues

• Demonstrates conceptual and practical expertise in own discipline and basic knowledge of related disciplines

• Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market

• Acts as a resource for colleagues with less experience; may lead small projects with manageable risks and resource requirements

• Solves complex problems; takes a new perspective on existing solutions; exercises judgment based on the analysis of multiple sources of information

• Impacts a range of customer, operational, project or service activities within own team and other related teams; works within broad guidelines and policies

• Explains difficult or sensitive information; works to build consensus