Sr. Mgr, Product Support

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

• Leading and mentoring Product Support (PS) engineers on technical issues and escalations.
• Lead, motivate and grow PS engineers to maintain high performing team.
• Laison between Global Product Group (GPG) and onsite PS engineer & customer in terms of technical knowledge, problem solving and decision making.
• Ensuring technical problem are resolved, documented and not repeated
• Ownership of the beta site, including Single Point of Contact (SPOC) for on-site escalations.
• Lead Task Force Team (TFT) as needed. Review lesson learnt w/ CFT and drive gap closure.
• Establishes and maintains lines of communication with design engineering and software development on design, reliability and maintenance issues.
• Attend and participate in design reviews to ensure field readiness
• Ensures that engineers are current with the latest upgrades and/or new releases.
• Ensure customer installation and training programs prepared and delivered
  
  

Who We’re Looking For

• Ph.D. with 3 years of relevant work experience or; MS or Engineering degree with 6 years of work experience; or BS with 8 years of work experience.
• 6-8 years of management experience.
• Qualifications
• Understand and work from electrical and mechanical schematics, diagrams and interpret operation manuals for Plasma-Enhanced Chemical Vapor Deposition(PECVD) and Atomic Layer Deposition(ALD) technology
• Highly motivated self-starter with technical education level (HTL) or work experience in a similar environment for several years
• Knowledge working with complex and highly configurable PECVD as well as ALD products
• Good communication skills both written and verbal in English
• Excellent communication skill with the field through either meeting, instant messenger, text, email, etc.
• Able to travel both domestic and international based on business need up to 30%.
• Provide remote and on-site escalation support and management.
• Ownership of the beta site, including Single Point of Contact (SPOC) for on-site escalations
• Lead Task Force Team (TFT) as needed. Review lesson learnt w/ CFT and drive gap closure.
• Use computer applications, including data analysis tools for spreadsheet and presentation.
  

Preferred Qualifications

• Project management skill for new product: Create productivity data collection plan, collection frequency & align with beta owner & Cross Functional Team(CFT). Align with CFT on format of performance reporting and escalation management.
• Communication and presentation skills: Ownership of the beta site, including SPOC for on-site escalations. Communicate with customers and account team at a technical level and influence their decision to follow action plans
• Internal Training Organizer: Hardware, software and process training alignment with product group for non-released 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.

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.