Contract Customer Support Specialist I

The group you’ll be a part of

The Customer Support Business Group focuses on enabling our customers with premier customer support throughout their lifecycle with Lam. We drive performance, productivity, safety, and quality of customers installed base performance and deliver service and lifecycle solutions for their most critical equipment and processes.

The impact you’ll make

This position will interact with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales functions. Portfolio includes receiving customer’s requests and preparing documents related to processing Spares orders, material returns (RMA) and exchanges. Maintain records (i.e. SAP transactions) on the status of parts returns repairs, replacements and delivery schedules. Ensure Spares transactional information is accessible by sorting and filing documents/forms/reports. Handle requests for additional company materials. Maintain records of returns, order schedule change, changes in Spares Parts pricing, and resolve return credit problems.

What you’ll do

• Processing & fulfilling of orders per customers’ requests
• Expediting Spares Escalations & Hot Order Teams to pull in parts in order to meet customer request dates
• Prepare open order reports for customers/account teams
• Review On Time Delivery report & verify misses to expedite for recovery
• Coordinate pricing discrepancies verification with account teams
• Maintain customers consignment programs by replenishing & billing per schedule
• Review new customer specific requirements & ensure support plan is in line with Lam’s business process
• Maintain billing due list & submit to finance
• Obtain approval & perform return credit transactions
• Review quarter closing checklist to ensure tasks are fulfilled
• Prepare & generate Shipping Authorization (ZSA) documents, arrange for shipments and thereafter track shipment with forwarders for order status
• Return Authorization Management transactions in SAP (creations, receiving, shipping)
• Work with 3PL to track local delivery service to meet customer Machine Down requirements
• Ensure all DNs (orders to warehouse) are delivered on time
• Failure Analysis & Defective In-Transit Returns
• Quality inspection at warehouse
• Ensure SAP transactions for controlled parts are submitted to Foreign Trade for approval & release
• Track and make sure controlled parts (cores) are returned and shipped back per the Return Authorization Management process
• Execution of Singapore’s Internal Control Plan
• Foreign Trade audit, filing & reports to customs & attend to queries from customs
• Any other general administrative duties as assigned by Immediate Supervisor

Who we’re looking for

• No previous professional experience.

Preferred qualifications

• Minimum a Diploma with 3 to 4 years’ relevant experience in customer support role
• Good knowledge of MS Office Suite especially with MS Excel
• Good experience with SAP (MM Module)
• Good communication and interpersonal relations skill
• Independent and is able to multi-task
• Required to be on rotating standby duties (lunch/public holidays/weekends - phone) to support customer urgent orders.

Our commitment

We believe it is important for every person to feel valued, included, and empowered to achieve their full potential. By bringing unique individuals and viewpoints together, we achieve extraordinary results.

Lam Research ("Lam" or the "Company") is an equal opportunity employer. Lam is committed to and reaffirms support of equal opportunity in employment and non-discrimination in employment policies, practices and procedures on the basis of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth and related medical conditions), gender, gender identity, gender expression, age, sexual orientation, or military and veteran status or any other category protected by applicable federal, state, or local laws. It is the Company's intention to comply with all applicable laws and regulations. Company policy prohibits unlawful discrimination against applicants or employees.

Lam offers a variety of work location models based on the needs of each role. Our hybrid roles combine the benefits of on-site collaboration with colleagues and the flexibility to work remotely and fall into two categories – On-site Flex and Virtual Flex. ‘On-site Flex’ you’ll work 3+ days per week on-site at a Lam or customer/supplier location, with the opportunity to work remotely for the balance of the week. ‘Virtual Flex’ you’ll work 1-2 days per week on-site at a Lam or customer/supplier location, and remotely the rest of the time.