Operations and Customer Quality Engineer

Who We Are

Applied Materials is a global leader in materials engineering solutions used to produce virtually every new chip and advanced display in the world. We design, build and service cutting-edge equipment that helps our customers manufacture display and semiconductor chips – the brains of devices we use every day. As the foundation of the global electronics industry, Applied enables the exciting technologies that literally connect our world – like AI and IoT. If you want to push the boundaries of materials science and engineering to create next generation technology, join us to deliver material innovation that changes the world.

What We Offer

Location: Taichung, TWN

You’ll benefit from a supportive work culture that encourages you to learn, develop, and grow your career as you take on challenges and drive innovative solutions for our customers. We empower our team to push the boundaries of what is possible—while learning every day in a supportive leading global company. Visit our Careers website to learn more.

At Applied Materials, we care about the health and wellbeing of our employees. We’re committed to providing programs and support that encourage personal and professional growth and care for you at work, at home, or wherever you may go. Learn more about our benefits.

Key Responsibilities

• Manages major customer escalations across all supporting functions.
• Works with regional CQE (Customer Quality Engineering) teams to resolve issues identified by customers.
• Coordinates with CEE (Customer Experience Engineering) groups of respective BU (Business Unit) to handle startup NC (Non-Conformance).

General Profile

Requires problem-solving/soft skills and project management experience. Uses best practices and internal/external business knowledge to improve products or services of customers’ concern. Works independently with minimal guidance. Acts as a resource for colleagues for knowledge-sharing.

Functional Knowledge

• Develops methods, parameters, and/or project proposals to derive customers’ expected results.
• Demonstrates conceptual and practical expertise in engineering discipline.
• Utilizes drawings, specifications, industry standards, and sketches.
• Understands the inspection procedures and the associated measuring devices.
• Reads and interprets test requirement/coverage and its specifications & test limits.
• Proficiency in applying software tools on data analysis to understand the trend or area of focus on problems.

Business Expertise

• Builds the case for individual quality events.
• The ability to compile a comprehensive list of customers’ issues to effectively track and resolve them.
• The application of Applied Materials software/database system for problem-solving.
• Develops and applies quality standards (QMS) in accordance with company and customer requirements.
• Takes a proactive approach to predicting and addressing issues before they occur, based on previously reported issues.
• Has knowledge of best practices and how one area integrates with others.
• Participate in RRT NC review meeting for field startup.
• Partners with the FSO (Field Service Organization) and reginal CQE to understand the VOC (Voice of Customer) and take appropriate actions.
• Evaluates work methods, procedures, and policies.
• Tracks progress of quality event status.
• Reviews reliability test results.
• Determines disposition of non-compliant products.
• Reviews and releases qualification packs.

Leadership

• Manages the root cause, containment, and solution owned by respective IOF (Issue Owning Function).
• Leads and facilitates internal cross-functional team meeting.
• Works with CQE team to participate in meeting with customers.
• Works closely with the FSO and Installation team to address any customer concerns/complaints.
• Provides weekly feedback regarding any improvement.
• Acts as a resource for colleagues with less experience; may lead small projects with manageable risks and resource requirements.
• No supervisory responsibilities but provides informal guidance to new team members.

Problem Solving

• Understands and can apply 8D principle to resolve issues.
• Solves complex problems; takes new perspectives on existing solutions; exercises judgment based on the analysis of multiple sources of information.
• Identifies and monitors immediate containment actions for field reported issues.
• Addresses customer escalations by investigating the issues, determining Root Cause, and driving an 8Ds as necessary.
• Recommends corrective action for procedural, product, or process deficiencies.
• Analyzes operational data.
• Develops and implements recommendations.
• Participates in and may lead audits.

Impact

• Impacts a range of customers, operations, projects, or service activities within own and other related teams.
• Works within broad guidelines and policies.
• Reduces qualification cost and cycle time while still meeting quality performance requirements.

Interpersonal Skills

• Customer/executive presentation.
• Influences without authority.
• Explains difficult or sensitive information.
• Works to build consensus.

Education: Bachelor's Degree

Experience: 3 – 5 Years

Additional Information

Travel: Yes, 35% to 40% of the Time

Time Type: Full time

Employee Type: Assignee / Regular

Travel: Yes, 10% of the Time

Relocation Eligible: Yes

Applied Materials is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship, ancestry, religion, creed, sex, sexual orientation, gender identity, age, disability, veteran or military status, or any other basis prohibited by law.

Key skills/competency

• Customer Escalation Management
• 8D Problem Solving
• Quality Management Systems (QMS)
• Data Analysis Software
• Root Cause Analysis
• Project Management
• Semiconductor Manufacturing
• Non-Conformance (NC) Management
• Voice of Customer (VOC)
• Cross-functional Team Leadership