Senior Product Support Engineer

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

As a Regional Product Support Engineer at Lam, you’re the backbone of technical support for field engineers and product support personnel in the region. Your expertise is crucial in diagnosing, troubleshooting, repairing, and debugging complex electro-mechanical equipment, computer systems, software, or networked and wireless systems. Your swift action in responding to situations is critical in resolving issues and ensuring satisfaction of Lam's valued customers.

What you’ll do

• A technical expert on Lam’s products – provide technical expertise to resolve all PECVD/ALD Type 1/2 escalations on Lam’s restricted released products and is a Subject Matter Expert in Lam's specialist disciplines
• Partner the account team to present to customers the problem statement, identified root causes (complete with data analysis) and getting buy-in on proposed solutions
• Represent customers’ and account team's technical requirements to factory & drive required actions to resolve escalations & prevent occurence
• Partner Product Group Product Support team during PDR Alpha and Beta phase
• Effectively utilize Lam’s Knowledge Management to resolve escalations and actively share knowledge with Lam’s worldwide technical community
• A mentor to local account engineers; lead escalation and partner PM/BD/Sales based on business need
• Professionally represent the company to the customer and utilize knowledge of company’s product lines and FKMs to keep existing / potential customers informed when new/additional needs are identified
• Develop good customer relations during escalations, modification and evaluation
• Accommodate compressed product development cycle trend, Product Support is required to well utilize the EI tools/SSHC shortening escalation cycle and be agile on advanced troubleshooting not tied to in depth knowledge of the newest product generation

Who we’re looking for

• Minimum of 5 years of related experience with a Bachelor’s degree; or 3 years and a Master’s degree; or a PhD without experience; or equivalent work experience.
• Possesses strong inter-personal, negotiation and communications skills
• Excellent customer management skills and possess experience in dealing with difficult work partners 
• Possesses strong analytical and problem solving skills
• Able to work in an air-conditioned clean room
• Must be able to wear personal protective clothing which comprises of air respirator equipment, clean room garments and safety shoes
• Able to perform shift and standby duties 

Preferred qualifications

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.