Customer Support Technician - IMP

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 Shenzhen. The role covers preventive and remedial maintenance, troubleshooting and customer support for equipment, and is physically demanding and often performed in a clean room.

Key responsibilities

• Plan the daily work schedule for the assigned territory so preventive and remedial maintenance can be completed.
• Use escalation policies to keep management informed of downtime.
• Verify and approve the operational quality of system equipment.
• Perform daily, weekly, monthly, quarterly, biannual and annual periodic maintenance, including wet cleans, within set time frames.
• Instruct customers on the operation and maintenance of systems and troubleshoot process variations, partly with senior engineers.
• Take responsibility for customer satisfaction in 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 assisting on TIER III start-ups.
• Provide technical assistance to less experienced colleagues and act as the company liaison with customer front-line management on administrative and technical matters.
• Participate in customer meetings and help prepare them.
• Develop plans to increase productivity, track equipment performance and plan uptime improvements, using Statistical Process Control and quality improvement methods.

Required profile

• Proficiency in 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 to junior team members and solve atypical problems using existing precedents or procedures.
• Ability to communicate regularly with others.
• Physical stamina: extensive walking, standing, working in tight spaces, lifting up to 35 lbs, and using hand and power tools.
• Ability to work in a noisy environment and in a clean room wearing PPE such as coveralls, hoods, boots, safety glasses, gloves, respirators, chemical aprons and face shields.