Customer Support Technician - DDP

About the role

Applied Materials, a global leader in materials science and engineering solutions for semiconductors and advanced displays, is hiring a Customer Support Technician in Chengdu. The technician supports customers on a wide range of Applied Materials systems, handles preventive and remedial maintenance, and acts as a liaison between the company and the customer's front-line management.

Key responsibilities

• Plan the daily work schedule for the assigned territory so that preventive and remedial maintenance is completed.
• Use escalation policies to keep management informed of downtime situations.
• Verify and approve the operational quality of system equipment.
• Perform daily, weekly, monthly, quarterly, biannual and annual periodic maintenance, including wet cleans where required.
• Instruct customers on the operation and maintenance of systems and troubleshoot process variations, partly with senior engineers.
• Take responsibility for customer satisfaction within assigned accounts and help plan and coordinate support plans with customer management.
• Carry out start-up, warranty, paid service and service contract activities, including TIER II start-ups and assistance on TIER III start-ups.
• Provide technical assistance to less experienced Applied personnel and identify process-related system problems from training and experience.
• Act as the company liaison with the customer's front-line management on administrative and technical matters, and help prepare and attend customer meetings.
• Develop plans to increase productivity, track equipment performance and plan uptime improvements, using Statistical Process Control and quality improvement methods.

Required profile

• Proficiency in a range of analytical processes or procedures to carry out assigned tasks.
• Good understanding of how the team works together to achieve objectives.
• Able to give informal guidance and support to junior team members.
• Ability to solve problems in atypical situations based on existing precedents or procedures.
• Effective communication skills for regular information exchange.

Required skills

• Working knowledge of Statistical Process Control.
• Use of quality improvement process methods and terminology.
• Physical stamina: the role is physically demanding, with extended standing, tight spaces, lifting up to 35 lbs, and use of hand and power tools.
• Ability to work in a clean room with appropriate PPE such as coveralls, hoods, boots, safety glasses, gloves, respirators, chemical aprons and face shields.