Site Manager, Customer Engineer - ESMC Long-Term Assignment

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 year over year globally!

Now we are looking for Site 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.

What You’ll Do 

Manages professional Customer Engineers in TSMC global account, 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:

1. 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 Europe CE in front of customer. Protect them in the front of customer. We can take action internally to improve it.

2. Always support and coach Europe CE if something wrong. We are one team.

3. Always think about how to make possible a better future. What actions you can do to improve Europe CE skill and mindset instead of complain

4. Execute Clean desk daily, include all team members, to meet Applied KPI goal.

5. 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.

1. 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.

2. Weekly/Biweekly manager should go the fab to check engineers work status

3. Weekly/Monthly manager 1:1 with CE lead weekly to coach and check his loading, and also check the team member morale.

4. Weekly customer meeting. Prepare and host the customer weekly meeting

5. Prepare and host the internal regular meeting to discuss the tool uptime and critical issue, then update/discuss/align with customer.

6. Margin improvement for CSA/TKM/I&W

Minimum Qualifications:  

• 3 years above people management or leader experience

• At least 10 years of working experience in Semiconductors, equipment supplier (vendor site) experience with after service business acumen is preferred

• Is capable to build up long-term relationship with customer

• Language: Must have both English and Chinese communication skill

Preferred Qualifications:  

• Customer interface experience: Experience in field service team in vendor

• After-sales service business acumen