Applied Materials - Hillsboro, OR
posted 3 months ago
The Manager III, Customer/Field Service Engineer (M3) position is a critical role within the semiconductor manufacturing sector, specifically focusing on wafer fab equipment. This position requires an experienced individual who can develop and maintain strong customer relationships across all levels within their designated district. The successful candidate will be responsible for regular customer visits, ensuring that all relevant individuals are engaged and informed. This role also involves managing, coaching, and directing customer engineers, which includes responsibilities such as salary planning, career development, and performance appraisals. The manager will provide formal updates to employees regarding business developments, new hires, and product launches, and will have the opportunity to invite guest speakers to enhance team knowledge and engagement. In addition to relationship management, the Manager III will serve as the primary interface with Product Divisions, overseeing technical support, training, spare parts, and reliability issues. The role includes monitoring the Customer Service Division (CSD) Award Program and the mentorship program for new engineers, ensuring that all new hires have a defined mentor. The manager will execute escalation procedures as necessary and will be responsible for account planning in collaboration with the District Sales Engineer. A key aspect of this role is to provide a support plan for system sales to CSD Management, Sales, and Field Engineering, as well as to manage the financial forecast and cost efficiency within the district, with performance measured by financial results. The position also entails overseeing system installations, including planning, reporting, and execution, as well as managing the Return Merchandise Authorization (RMA) procedure. The manager will be responsible for tracking customer engineer hours, ensuring accuracy, and taking corrective actions when necessary. The role requires a solid understanding of semiconductor manufacturing and wafer fab equipment, along with the ability to analyze situations and recommend changes to policies as needed. Leadership skills are essential, as the manager will provide direction to employees and administer company policies that affect their team. The position demands strong interpersonal skills to gain cooperation from others and to present technical information effectively. Compliance with Applied Materials' global Standards of Business Conduct is mandatory, reflecting the company's core values and ethical standards.