Manager III, Customer Engineer - (M3) - DDP (TSMC Global acct)

DDP Service Manager

Applied Materials is the global leader in materials engineering solutions used to produce virtually every new chip and advanced display in the world. We design, build and service cutting-edge equipment that helps our customers manufacture display and semiconductor chips the brains of devices we use every day. As the foundation of the global electronics industry, Applied enables the exciting technologies that literally connect our world like AI and IoT. If you want to work beyond the cutting-edge, continuously pushing the boundaries of science and engineering to make possible the next generations of technology, join us to Make Possible a Better Future.

At Applied, we prioritize the well-being of you and your family and encourage you to bring your best self to work. Your happiness, health, and resiliency are at the core of our benefits and wellness programs. Our robust total rewards package makes it easier to take care of your whole self and your whole family. We're committed to providing programs and support that encourage personal and professional growth and care for you at work, at home, or wherever you may go.

This is DDP Service Manager who will take long-term assignment for TSMC Global Account in US Arizona, Japan, or Germany.

Applied Materials AGS (Applied Global Services) Business Unit is responsible for driving our business of equipment installation and warranty extended management, as well as business of maintenance support, refurbishment, upgrades, etc. Our AGS team collaborates with a lot of Taiwan critical customers to predict & solve manufacturing challenges, and make equipment & factories more productive. This makes our AGS team become trusted business partners for our customers which results in revenues increase year over year globally!

Now we are looking for DDP Service Manager leading our Customer Support Engineering group. This job will provide a great career growth opportunity by involving business strategy development, managing multiple of field service groups which keep growing and responsible for all issues within the division in Applied Materials Taiwan.

Manages professional Customer Engineers in TSMC global account, such as US Arizona, Japan, or Germany, and is accountable for the performance and results of a team within own job family. Adapts business unit, department, site or sub-function plans and priorities to address resource and operational challenges. Decisions are guided by policies, procedures and business unit, department or sub-function plan; receives guidance from manager. Provides technical guidance to employees, colleagues and / or customers.

Role Responsibilities :

• Understand and follow Applied Vision, Mission, Value, and TSMC expectation, quick response, and technique oriented discussion.
• Coach and support local managers :
• More communication, respect each other with different culture, mutual trust, work with local FSO / PSE / etc as one team and one voice to customer. Don't complain Japan / USA / Europe CE in front of customer. Protect them in the front of customer. We can take action internally to improve it.
• Always support and coach Japan / USA / Europe CE if something wrong. We are one team.
• Always think about how to make possible a better future. What actions you can do to improve Japan / US / Europe CE skill and mindset instead of complain
• Execute Clean desk daily, include all team members, to meet Applied KPI goal.
• Team in and team out. Upskill the engineers.
• 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.
• Cadence to support local DDP manager :
• Daily check CE Clean Desk by FieldSmart / =>

CE MGR SUMMARY =>

Week Walk to manager KPI, including CAR cycle time, clean desk, CE reporting hours, UT%, OT%, parts confirm and return, etc.

Minimum Qualifications :

Preferred Qualifications :

Additional Information :

Time Type : Full time

Employee Type : Assignee / Regular

Travel : Relocation Eligible : No

Applied Materials is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship, ancestry, religion, creed, sex, sexual orientation, gender identity, age, disability, veteran or military status, or any other basis prohibited by law.