Field Service Manager (all genders)

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

Responsible for managing Field Service Operations for the Lam account team focused on our customer ESMC in Dresden, Germany. You drive corporate image through successful customer service. In this position the individual shall ensure the management and coordination of all of Lam’s businesses and service operational activities such as systems, parts and services to dedicated customer site. Provide leadership and managerial guidance to direct reporting staff. Ensures, by performing successful operational activities, that they achieve continuous customer satisfaction and targeted KPI (Key Performance Indicators) goals. The position implies development and implementation of operational plans, procedures to reach total customer trust and increase customer service and spares market share.

The position is based in Dresden, Germany and it is a full-time position.

What you’ll do

• Discerns and analyzes needs of accounts and market. Works closely with Field operations and management to recognize customer requirements. Support strategies to sell our products and services to capitalize on growth or supplier substitution.
• Professionally represents the company, products and customer service performance to relevant fabs to develop and maintain excellent customer relations as well as excellent corporate image.
• Analyses customer problems and needs, evaluates product and service performance and generates action plans. Develops customer service offers and supports business development in product offers and specifications.
• Performs planned, systematic and pro‑active activities to keep and gain market share in the related customer’s site.
• Reviews permanently current projects and programs and communicates situation and results with management, Business Operations, Sales Support and other relevant local and corporate functions.
• Provides technical advice and assistance to the customers and company on all aspects of equipment service and organizes adequate activities. Keeps contact with Field Service teams of other regions to use available knowledge base.
• Be responsible and accountable to achieve KPIs goals and to define and drive the relevant action plans to correct the ones below target.
• Maintains appropriate accounts database including key player, org chart, relevant product and supplier systems information, as well as applicable documentation and reporting of accounts contacts, visits, meetings, programs, activities and achievements.
• Plans, organizes, controls and monitors the activities of all Field Service teams that are dedicated to our customer ESMC. Supports direct reports in managing their team activities, by monitoring performance, utilization and financial expenses and in leading staff. Also responsible for handling the administrative and reporting functions.
• Leads the supervisors and team by informing and communicating on all relevant department and general business issues, gives feedback on individual and team performance and culture and supports the professional development and training of individuals and team in total.
• Develops the departmental budgets under corporate guidelines and monitors the performance against budget targets for revenue and costs.
• Prepares, organizes, monitors and supports the information flow and communications with Sales, Tech Support, Field Process Engineering and Spares as well as customers to recognize and resolve customer technical requirements. Develops and manages escalation guidelines and activities.

Who we’re looking for

• Technical certification / Diploma or university degree, preferably in electric‑mechanical or electronic engineering / Masters
• 5‑7+ years in the service business, preferably in semiconductor equipment industry, plus 2‑3 years of managerial experience. Customer management and business experience would be a very valuable plus.

Required competencies and experiences

• Role model in Core Value behaviour
• Self‑Management (time management, prioritizing)
• Flexibility and adaptability
• Experience in Business planning, execution as well as management of metrics & accountability systems including financial/budget
• Advanced team leading/leadership/management skills (including Situational Leadership)
• Supporting employee development
• Coaching teams and individuals to success/Managing conflicts
• Managing customer interface and customer relationship in a Multi‑cultural environment with external and internal customers
• Understanding of customer business and ability to find opportunities where Lam adds value to the customer
• Excellent written/verbal communication including strong presentation skills and PS&DM skills
• Availability for travels (regional and international) > 30%
• Fluent English – Additional language skills, especially in German and/or Mandarin would be a significant plus
• Cross cultural understanding and ability to work in a matrix environment

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.