What are the responsibilities and job description for the Mgr, Product Support position at Lam Research and Careers?
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
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
Job requires 15% domestic travel and potential international travel based on business needs.
Additional responsibilities with this position will include:
Establishing organization specific KPIs & goals
- Productivity metrics
- Knowledge transfer within region and region-to-region and to/from the factory
- Product introduction strategy
- Training & certification needs / reporting and maintaining a group accountability system
- Manages communication of group priority(PPL), accomplishments and help needed to ROE, AT, IB Manager and PG as appropriate
- Develops an internal accountability system to ensure the team is meetings KPIs and Goals
- Solicits 360 Feedback for engineers on team
- Insures T1 & T2 escalations are reviewed within the organization & with the PG
Maintaining a sustainable balance of travel and group location
Attending T3 escalation and product review meetings to represent field perspective on product performance as well as driving PG accountability
Excellent interpersonal skills with the ability to motivate and manage by influence and drive results with all levels of the organization.- Ability to run an effective meeting with focus on identifying problems and driving results
- Exceptional root cause and corrective/preventive action development skills
- Strong problem solving and decision making skills and demonstrated expertise in a formal problem solving methodology
- Strong project management skills
- 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.
- Current or previous Lam Research product support experience preferred
Who we’re looking for
- Bachelor's degree or equivalent with 4-6 years of supervisory experience.
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.
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Our Perks and Benefits
At Lam, our people make amazing things possible. That’s why we invest in you throughout the phases of your life with a comprehensive set of outstanding benefits.