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Applied Materials Manager Software Technical Product Support - M4 US United States, Texas, Austin 876448260
Manager, Software Technical Product Support - (M4)
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
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