Director, Customer Engineer - (M6)
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 13% year over year globally!

Now we are looking for a Senior Manager leading our Customer Support Engineering groups. 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

  • Provides leadership and direction through senior managers
  • Is accountable for the performance and results of multiple customer site or diverse job families or departments within a major region
  • Develops and executes department or sub-functional strategy to achieve key business objectives
  • Decisions are guided by company and segment / functional strategy and objectives
  • Directs and controls the activities of one or more functional areas
  • Key Responsibilities

  • Direct and indirect manage about 100 customer engineers.
  • Directs and is responsible for all business issues across account site including customer support planning / execution, satisfaction management, P&L, budget management.
  • Anticipates future customer needs and directs the delivery of customer service commitments and development of and the implementation of solutions to customer's high value problems.
  • Is the primary interface to the site account on all operational and service commitments. Owns the overall site responsibility for customer satisfaction.
  • Interfaces with internal and external customers on business and operational issues involving the company's service commitments.

  • Ensures that the site maintains a workforce with the requisite skills and capabilities to meet current and future customer service requirements.
  • Is responsible for individual and employee development and employee satisfaction.

  • 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.
  • Defines performance metrics and reports on the site's progress against business unit and account specific goals.
  • Business Expertise

  • The ideal candidate must have at least 10 years above semiconductor industrial experience and has been involved in strategic plan development and make business decisions.
  • Applies broad semiconductor industry and commercial awareness to drive financial and operational performance across business unit, department or sub-functions
  • The ideal candidate should have solid customer support / management experience.
  • Leadership

  • The ideal candidate must have at least 5+ years above people management experience.
  • Be able to lead through subordinate managers of managers; executes segment / functional business plans and contributes to the development of segment / functional strategy
  • Problem Solving

  • Directs the resolution of highly complex or unusual business problems applying advanced analytical thought and judgment
  • Impact

  • Guided by segment / functional strategy, impacts results of a department, business unit or sub-function or facilitates the work done by other segments / functions by providing support to impact the business
  • Interpersonal Skills

  • Negotiates and influences the opinions of others at the senior executive level and in external organizations; exercises sensitivity to the audience
  • 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.


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