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Applied Materials

iTeam Manager, Customer Engineer

Applied Materials
Equipment EngineeringSingapore,SGPFull-time2 months ago
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About the role

AI summarised

Manager of Customer Engineers at Applied Materials, a semiconductor equipment company. Responsible for leading a team of customer engineers, managing customer relationships, overseeing installations, and driving financial performance within a district.

EquipmentFull-timeCustomer Service & Support

Key Responsibilities

  • Develops and maintains customer relationship with all relevant individuals in his/her district at all times, at all levels. Performs regular customer visits.
  • Manages, coaches and directs all customer engineers in his/her district. Responsible for salary planning, career planning, corrective actions where necessary, establishes objectives and performance appraisals. Gives formal updates to all employees. Business, new hires, new products. Can invite any guest speaker.
  • Initiates reports necessary for the business. Be the prime interface with the Product Divisions: tech support, training, spares, reliability.
  • Monitors the CSD Award Program with quarterly results (election, announcements). Monitors the 'mentor' program so that all new engineers have a defined mentor.
  • Executes escalation procedure.
  • Responsible for account planning with District Sales Engineer. Provides support plan for system sales to CSD Management, Sales, Field Engineering. Responsible for financial forecast for his/her district. Responsible for cost efficiency with the district. Measured by the financial result.
  • Responsible for system installation; planning, reporting and execution, pre-facility meeting, start-up meeting, process support identification.
  • Manages RMA procedure. Measurement of the engineers on their effectiveness. Manages accuracy, understanding and update of Customer Engineer hours tracking. Personal cross check and signature, measures customer engineers, takes corrective action with customer engineers.

Requirements

  • Installation performance management - Safety, Quality, Cycle Time, Cost
  • Demonstrates understanding and application of procedures and concepts within own job family and basic knowledge of other related job families.
  • POC with Install Productivity Group (IPG) and Business Unit (BU) for QRAM Alignment, Documentation, Training etc
  • Oversee product resources availability/capacity/capability across sites
  • Receives assignments in the form of objectives with goals and the process by which to meet goals. Recommends changes to unit or sub-unit policies. Management reviews work to measure meeting of objectives
  • First line people management of install engineers
  • POC for FSO key ramp sites, participate service director's staff meeting
  • Provides direction to employees according to established policies and management guidance. Administers company policies that directly affect subordinate employees
  • Escalation/ ramp management partner with ramp/site manager
  • Exercises judgment within defined procedures and policies to determine appropriate action.
  • Erroneous decisions or failure to achieve results will cause delays in schedules.
  • Interaction normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects or schedules.
  • Position requires understanding of Applied Materials global Standards of Business Conduct and compliance with these standards at all times. This includes demonstrating the highest level of ethical conduct reflecting Applied Materials' core values.