Director, Customer Engineer - HVM (High Volume Manufacturing) Legacy
Applied Materials

Business Environment

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 18% year over year globally!

Now we are looking for a Senior Manager leading our Customer Support Engineering group for HVM (High Volume Manufacturing) Legacy .

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.

General Profile

1. Provides leadership and direction through managers.

2. Is accountable for the performance and results of a strategic customer or multiple sites.

3. Executes segment / functional business plans and contributes to the development of segment / functional strategy.

4. Decisions are guided by segment / functional strategy and priorities.

5. Directs and controls the activities of the responsible group (a strategic customer site or multiple customers within an area).

Key Responsibility

Overall Customer Site

  • Directs and is responsible for all operational and / or business issues across account site including customer satisfaction, P&L, budget management.
  • End to end accountability for service delivery to customer.
  • End to end profitability of the site including P / L and budget management.
  • End to end accountability for spares support and management. )
  • Support WFE growth and revenue (not margin)
  • Operational Effectiveness

  • Is the primary interface to the site account on all operational and service commitments.
  • Interfaces with internal and external customers on business and operational issues involving the company's service commitments.
  • Identifies issues / problems in existing business and operating processes or policies for continuous improvement and escalates when needed.
  • Customer Engagement

  • Anticipates future customer needs and directs the delivery of customer service commitments.
  • Directs development of and the implementation of solutions to customer's high value problems.
  • Owns the overall site responsibility for customer satisfaction.
  • Capability and Team Development

  • Forecasts workforce needs based on business change / challenges and ensures the site maintains a workforce with the requisite skills and capabilities to meet current and future customer service requirements.
  • Supports and facilitates the implementation of individual and employee development and employee engagement.
  • Strategy Alignment / Continuous Improvement

  • Works with senior business group management team to ensure that such programs, strategies, and processes address high value problems for the Business Unit and are aligned with the organization’s direction.
  • Provides approval guidelines and leadership to reporting managers in the area of long-term program, strategy, and process design.
  • Implements performance metrics and reports on the site's progress against business unit and account specific goals.
  • Requirement

    1. Any semiconductors tool experience is welcome

    2. 5+ year experience as Site Manager (Service / Product manager) in semiconductor equipment industry

    3. 5+ years people management (of managers) experience in multiple hierarchies

    4. Lead or manage cross-functional projects.

    5. Familiar with Finance knowledge (read and understand financial reports)

    6. Logical thinking skills : effectively assesses a situation and arrives at sensible solution.

    7. Good communication and influencing skills : clearly conveys strategies and plans to executives and teams; has an observable impact at the executive level through personal credibility, leadership, confidence and an understanding of other’s perspectives and interests.

    Education : Bachelor's Degree

    Certifications : Languages :

    Languages :

    Years of Experience :

    Work Experience :

    Additional Information

    Travel : Yes, 50% of the Time

    Yes, 50% of the Time

    Relocation Eligible :

    Applied Materials is committed to diversity in its workforce including Equal Employment Opportunity for Minorities, Females, Protected Veterans and Individuals with Disabilities.


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