Global Product Support Supervisor (all genders)

The impact you’ll make

Oversees the technical support of company customers by field engineers, technicians, and support specialists, who are diagnosing, troubleshooting, and repairing one or more of the following: complex electro/mechanical equipment, sophisticated computer systems, software systems/applications, or networking and wireless networking systems. Supervises engineers that respond to situations where standard procedures have failed to isolate or fix problems in non-functioning equipment systems or software. Establishes and maintains lines of communication with design engineering and software development on design, reliability and maintenance issues. Ensures that engineers are current with the latest upgrades and/or new releases. May be involved in customer installation and training programs. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

What you’ll do

• Lead a team of Global Product Support engineers
• Manage to generate and release installation, maintenance, and upgrade procedures for new and existing hardware
• Establishes and maintains lines of communication with HW engineering and SW development on design, reliability, to solve product issues and production problems
• Resolve escalations and drive corrective actions with respective owners; Integrate common escalations into engineering programs to address recurring tool issues
• Ensure suppliers’ quality performance for consistent and reliable products
• Conduct design reviews with cross-functional teams and stakeholders to establish requirements and assure proper resourcing for tool installs, field upgrades. Contribute to design reviews to resolve hardware escalations.
• Generate and release installation, maintenance, and upgrade procedures for new and existing hardware.
• Serve as the Single Point of Contact for field or regional technical hardware responses.
• Reports design, reliability and maintenance problems or bugs to design engineering/software engineering
• Ensure successful implementation of FIF products and CIP retrofits, including coordination of unreleased hardware documentation
• Support field readiness deliverables and develop supporting documentation such as maintenance procedures and training materials
• Execute projects for product development/improvement, product quality, and customer support
• Support for new products and continuously improved Beta versions; Collect customer data and feedback during beta evaluations and report lessons learned
• Participate in program and product audits to ensure product safety and compliance
• Work with Technical Publications on documentation templates and processes for document release
• Frequent customer business visits

Who we’re looking for

• Minimum of 7 years of related experience in semiconductor systems engineering with a higher education Electrical / Mechanical engineering or a related field; or equivalent experience
• >5 years field experience @ semiconductor supplier
• Excellent written/verbal communication, fluent in English, strong presentation skills
• Capable of structured problem solving (preferably using 8D/PSDMP methodology)
• Teamwork and ability to establish successful relationships in a multicultural environment with external and internal customers
• Customer management skills and possess experience in dealing with difficult work partners
• Service orientated and ability to work in a matrix environment
• Willingness to travel up to 40%

What We're Offering

This position is subject to the Austrian Collective Bargaining Agreement (CBA) for Employees in the Metal Technology Industry in the occupation group G depending on educational background. A higher payment is negotiable depending on education, expertise and skills. The monthly salary is paid 14 times per year. 

Villach - a great place to live and work 

Follow the link www.welcome2villach.at and you will find on the spot the most important information about living, working and studying in and around Villach/Austria.

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.