Customer Support Technician

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 Beijing. The role covers preventive and remedial maintenance, troubleshooting and customer support for equipment systems, and works closely with customer management.

Key responsibilities

• Help 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 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 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 integrates with others to achieve objectives.
• Ability to give informal guidance to junior team members and solve problems in atypical situations.
• Physical stamina: the job involves extensive walking, standing, working in tight spaces, bending, lifting up to 35 lbs, and working in a noisy clean room with PPE such as coveralls, hoods, boots, safety glasses, gloves, respirators and face shields.