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, 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
Technical
- Communicates as a subject matter expert on high level technical issues and escalations while providing guidance and recommending solutions.
- Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems and process related productivity issues.
- Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
- Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training.
- Partner with the Account Team and Product Group to present to customers the problem statement, identified root causes and getting buy-in on proposed solutions
- Identifies and communicates opportunities for installed base performance improvements within a customer site/account through hands on and or installed based performance data collection/analysis
- Drives required actions at the cu;;stomer site to resolve escalations and prevent repeat problems
- Participates in the review of procedures, processes and tool design impacting development activity.
- Manages projects and provides reports to management to deliver the desired result. Leads customer escalation meetings.
- Understands how and has the capability to escalate within management when help is needed.
Leadership
- Participates in Lam's worldwide technical community and actively shares knowledge and takes a leadership position to enhance worldwide learning and its application.
- Mentors field engineers and designs or leads training sessions.
Customer Relation
- Provides support to customer/users where the product is highly technical or sophisticated in nature.
- Develops customer confidence through credible recommendations and an understanding of the customer's perspective to support sales, service and revenue.
Who We're Looking For
- MS. with 3 years of relevant work experience or; BS with 5+ years of work experience
- Ability to read and work from electrical and mechanical schematics, diagrams and interpret operation manuals
- Ability to use computer applications, including data analysis tools, word processing, spreadsheet, and presentation software.
- Ability to provide quality remote and on-site escalation support and escalation management.
- Ability to troubleshoot technical problems and coordinates multiple technical tasks.
- Ability to establish and maintain cooperative working relationships with co-workers and customer and adhere to customer rules and policies regarding worksite behavior and safety.
- Domestic and International travel is required based on business need.
Preferred Qualifications
- Familiarity with the SW structure and the ability to troubleshoot from the Control Works level
- Familiarity with Analog-to-Digital I/O devices IOC, SIOC, EIOC, and how they interact with the Tool Platform SW Package
- Familiarity with the directory structure, and the ability to troubleshoot the structure
- Ability to understand basic network connections and protocols
- Ability to submit PRs and interface with engineering to have better support and design a better product
- Understand of how to collect and parse Lam event logs, Windows event logs and other logs to assist in resolving escalations and common questions
- Ability to work closely with Lam's SW Support Organization to ascertain and resolve complicated SW issues
- Assist local account teams with CIP activities as it pertains to software and upgrades
- Ability to create procedures, submit PRs and interface with engineering to have better support and design a better product
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. 
