Manager III, Customer Engineer
On-siteHsinchu, Taiwan, Taiwan
Job Summary
Develop and maintain customer relationships across your district by performing regular site visits and serving as the primary interface with Product Divisions for tech support, training, and spares. Manage, coach, and direct all customer engineers within your area, overseeing salary and career planning, performance appraisals, and corrective actions. Execute system installation planning, reporting, and execution, including pre-facility and start-up meetings, while managing RMA procedures and tracking engineer hours. Coordinate with the District Sales Engineer on account planning and provide support plans to CSD Management and Field Engineering. Monitor the CSD Award Program and mentor program, initiate necessary business reports, and execute escalation procedures. Ensure district cost efficiency and financial forecasting, adhering to global standards of business conduct and ethical compliance.
Required Qualifications
- 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
- Works on issues where analysis of situation or data requires review of relevant factors
- Receives assignments in the form of objectives with goals and the process by which to meet goals
- Recommends changes to unit or sub-unit policies
- Management reviews work to measure meeting of objectives
- Provides direction to employees according to established policies and management guidance
- Administers company policies that directly affect subordinate employees
- Exercises judgment within defined procedures and policies to determine appropriate action
- Interaction normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects or schedules
- Understanding of Applied Materials global Standards of Business Conduct and compliance with these standards at all times
- Demonstrating the highest level of ethical conduct reflecting Applied Materials' core values
- Travel: Yes, 10% of the Time
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