Director Customer Support

We are in a middle of exciting times when Semi-Conductor business is growing very fast, new products and technologies are being introduced to the market, our customers strive for more collaboration with us and our organization is scaling up with plenty of opportunities.

We are looking for a highly capable, experienced and ambitious manager, to lead the customers support function. It is a director level position.

This function includes HW & SW support teams that are located in Israel, China and India.

The manager will have to define and execute support strategies and tactics (in and outside his team boundaries) that will enable the company’s business targets.

It will require excellent collaboration with Applied local and global groups while driving for win-win situations.

Our group:

This support function is part of the Adoption and Support Division that reports to the Business Unit GM.

It includes 3 main teams:

The Global Response Center which is the “gate” for all technical field escalations to the Business Unit (Tier 3, 15 engineers + manager).
The SW & Servers Support team (Tier 3, 14 engineers + manager), that has experts per product and works closely with the field and Product Development organization.
HW Support team (15 engineers + manager) that is located in China and provides close support for the local emerging Semi-Conductor industry

Few Subject Matter Experts for field documentation and service business.

What’s in it for you?

You will be exposed to the most advanced technologies in the world in the area of optical wafer inspection and SEM based products (SEM = Scanning Electron Microscope). You will be part of the Business Unit strategies definition focusing and influencing on technical support aspects.

You will have the opportunity to engage with the Semi-conductor leading companies (like TSMC, Samsung, Intel) and get deep understanding of this industry.

As such you will become a critical link in the Business Unit success.

Your managerial capabilities will rise and you will have variety of opportunities to continue and develop in Applied.

What you'll be doing?

Define and implement the strategies, tools and methods to drive our customers support to a world class, in a global very demanding business environment.
Establish and maintain the right Support Eco-System to drive new products penetration, adoption by our customers and successful business execution
Bring the “Voice of Customers” into the Business Unit; provide holistic picture, convey the right messages and influence our partners to set the right priorities
Develop a strong and proficient technical support team for SW & HW cases escalated from our customers
Drive for proficient technical escalations management (process and tool)

What you should have?

10 years’ experience in world of Support, SW & HW – tools, processes, methods
Vast experience in customer facing
10 years of managerial experience; managing global teams, complex span of control – from strategies to day to day, multi-tasking, priority setting
Process oriented
Strong interpersonal skills - calm, convey constructive working environment, ability to influence others.
Preferred - Technical background on one of Applied key products (HW, or Application)
Preferred experience as part of corporate

Qualifications

Education:

Bachelor's Degree

Skills:

Certifications:

Languages:

Years of Experience:

10 - 15 Years

Work Experience:

Additional Information

Time Type:

Full time

Employee Type:

Assignee / Regular

Travel:

Yes, 10% of the Time

Relocation Eligible:

No

Applied Materials is an Equal Opportunity Employer committed to diversity in the workplace. All 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.