Global Product Support Engineer - Kalispell, MT

  • Applied Materials
  • Kalispell, MT, USA
  • Jun 23, 2022
Full time Design Engineering

Job Description

Key Responsibilities

Support New Product Introduction (NPI, roadmap) and Continuous Improvement Projects (CIP) to maintain product excellence.  Technical expert supporting field escalations, up to and including excellent communication skills to work directly with customers to manage and meet their expectations, adhering to Applied and customer safety requirements.

  • Develop new procedures and Best Known Methods (BKMs) to service new products
  • Cradle to grave engagement starting with design review on new product enhancements
    • Provides technical input from a user standpoint
    • Evaluates and provides feedback on designs for serviceability (participates in DFx)
  • Performs final validation of Alpha/Beta release, including CIP
    • Applications Lab testing of CIP parts and product releases
    • Perform alpha hardware installs in lab
    • Testing and HW/SW validation for CIP/Enhancements
  • Documents and release procedures for subsequent retrofits/install
  • Contribute to FMECA process
  • Product development projects/process
  • Provides FOAK field start up support
  • Owns implementation success of new HW readiness

Product support team

  • Primary communication interface between the field and engineering/BU
  • Participate in rapid response team to review NC’s for “triage” response
  • SW release gate (for new releases) and provides testing support
  • Maintains recommended tool spares list & stocking levels definition and work with global services to ensure these parts lists are up to date
  • Provide remote and as required on-site escalation support and escalation management, escalation owner for BU
    • Formulate root cause hypothesis analysis and create action plans to ensure problem resolution
    • Troubleshoot technical problems and coordinate multiple technical tasks

Documentation role

  • Owns Tool manuals (Maintenance, Operations, safety, SSPS, Func. Desc.)
  • Owns Tool documentation for hardware (setup, maintenance, etc)
  • Develop Alpha/FOAK retrofit instructions/procedures – hands off to Retrofit/NSO organization for repeat demand
  • Maintains golden tool parameters (tool fingerprint/baseline)
  • Create content for Internal Service Bulletins (ISB) & Customer Eng Notification (CEN)
  • Owns creating Final Test procedures for platforms/products

Training roles

  • Acts as a technical mentor for field and account engineers and may design and conduct training sessions
  • Provide content for the global service trainers
  • Develop new product training plans with global training
  • Audit Applied Training Department’s course content
  • Configure and drive training

Supporting Roles

  • Project management
  • Lab Tool Support
  • Failure analysis


Functional Knowledge

  • Demonstrates conceptual and practical expertise in own discipline and basic knowledge of related disciplines


Business Expertise

  • Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market.  Comfortable with customer facing activities.



  • Acts as a resource for colleagues with less experience; may lead small projects with manageable risks and resource requirements


Problem Solving

  • Solves complex problems; takes a new perspective on existing solutions; exercises judgment based on the analysis of multiple sources of information



  • Impacts a range of customer, operational, project or service activities within own team and other related teams; works within broad guidelines and policies


Interpersonal Skills

  • Explains difficult or sensitive information; works to build consensus