Manager, Software Technical Product Support - (M4) Remote US

Role: Manager, Software Technical Product Support - (M4)

Location: Remote within US

Who We Are

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 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.

Key Responsibilities

• Adapt business unit, department, site or sub-function plans and priorities to address resource and operational challenges, and provide technical guidance to employees, colleagues and/or customers.

• Key responsibilities include ensuring that warranty costs incurred by Applied Materials meet the business unit's goals, via resolution of equipment problems encountered and elimination of recurring problems; leading significant task forces to resolve systematic product gaps; resolving customer software problems/ complaints/ issues, utilizing all appropriate channels; ensuring that appropriate resources, including those of other Applied departments, are available and utilized to resolve equipment problems, and that recurrence of problems is minimized; and ensuring that chronic software problems are eliminated in the field.

• Lead wide-scale cross-organization task forces and provide coaching and guidance for group members and direct reports which include Software (Technical) Support Engineers.

• Ensure that customers are appraised of software technical improvements available for the installed base; provide software technical assistance to the manager responsible for installation of the business unit's products; and ensure that the appropriate procedures for testing and troubleshooting systems are developed, tested, documented, and disseminated to appropriate areas.

• Provide software MTBI (mean time between interrupts) analysis, drill down to the events’ sources and define software bugs to the development engineers.

• Responsible for all software related documentation creation, updates, training and distribution.

• May be involved in customer installation, troubleshooting and training.

• Provide support to customer/users where the product is highly technical or sophisticated in nature.

• Domestic and international travel up to 25%.

Qualifications

• Bachelor’s degree or foreign equivalent in Computer Engineering, Computer Science, or a related field

• 5+ years of experience in job offered or software support engineer, application engineer, software developer or related occupations

• Alternately, employer will accept a Master’s degree or foreign equivalent in Computer Engineering, Computer Science, or a related field and 2 years of experience job offered or software support engineer, application engineer, software developer or related occupations.

• Factory CIM (Computerized Integrated Manufacturing) applications including Manufacturing Execution (MES), process control (FDC, SPC, R2R), Equipment Automation (EA/EI), Material Control (MCS), and/or Maintenance Management.

• Coordinating with systems administration and IT teams on developing, deploying, and upgrading CIM solutions.

• Continuous improvement methodologies including 8D, Six Sigma, Kaizen, and/or 5-Whys

• Testing new builds, patches, and versions prior to releasing in customer’s environment Project Management

What We Offer

At Applied, we prioritize the well-being of you and your family.  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.

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Qualifications

Education:

Bachelor's Degree

Skills:

Certifications:

Languages:

Years of Experience:

7 - 10 Years

Work Experience:

Additional Information

Time Type:

Full time

Employee Type:

Assignee / Regular

Travel:

Yes, 25% of the Time

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