Senior Product Support Engineer (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

As a Regional Product Support Engineer at Lam, you’re the backbone of technical support for field engineers, technicians, and product support personnel in the region. Your expertise is crucial in diagnosing, troubleshooting, repairing, and debugging complex electro-mechanical equipment, Ultrahigh Vacuum-, RF- and Gas Delivery systems, control computer systems, software, or networked support 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

Technical

• Serve as a subject matter expert on high-level technical issues and escalations, providing guidance and recommending solutions.
• Support field engineers and product support personnel in diagnosing, troubleshooting, repairing, and debugging complexelectro-mechanical equipment, Ultrahigh Vacuum-, RF- and Gas Delivery systems.
• Respond to escalated situations, identify solutions for malfunctioning equipment or software, and report design, reliability, and maintenance issues to engineering teams.
• Partner with account teams to present problem statements, root cause analysis, and secure customer buy-in for proposed solutions.
• Identify and communicate opportunities for performance improvements through hands-on work and data analysis.
• Drive actions at customer sites to resolve escalations and prevent recurrence.
• Liaise between customers, product groups, and field service; collaborate with senior engineers across multiple teams.
• Participate in reviewing procedures, processes, and tool designs impacting development activities.
• Manage projects, provide reports to management, and conduct customer escalation meetings.
• Support machine availability projects and utilize Equipment Intelligence tools to develop diagnostic matrices for issue prevention.

Customer Relations

• Provide technical support for highly sophisticated products in conjunction with the responsibe account teams and product groups
• Build customer confidence through credible recommendations and understanding of their perspective to support sales, service, and revenue.
• Able to travel both domestic and international, based on business need and on short notice

Who we’re looking for

Somebody who

• Actively contributes to Lam’s worldwide technical community by sharing knowledge and enhancing global learning.
• Serves as a technical mentor for field and account engineers; design and conduct training sessions as needed.
• Has ability to run effective meeting with focus on identifying problems and driving results
• Has exceptional root cause and corrective/preventive action development skills
• Has strong problem solving and decision making skills and demonstrates expertise in a formal problem solving methodology
• Has strong project management skills
• Has strong Presentation Skills - demonstrates presentation skills, influence and effectiveness on complex content, in front of peers, senior management and customers. Agility to respond to questions and respond well under pressure.
• Has current or previous Lam Research product support experience preferred

Preferred qualifications

• Minimum of 5 years of related experience with a Techical Diploma/Bachelor’s degree; or 3 years and a Master’s degree; or a PhD without experience; or equivalent work experience.
• Well familiar with Microsoft Office Products
• Familiar with Lam 2300 Plasma Etch Dielectric and Conductor Etch tools.
• Able to navigate and troubleshoot Lam etch products using both 2300 V2, 2300e Series and Alliance C.
• Familiar with Lam Knowledge Management systems including but not limited to MyLam, Product Explorer, KM Matrix, Escalation Solver, and IM

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.