Product Support Engineer 3

Job description

## 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

* 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 complex electro/mechanical equipment, computer systems, software, or networked/wireless 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.
* 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.

## Who we’re looking for

* Leadership

* Actively contribute to Lam’s worldwide technical community by sharing knowledge and enhancing global learning.
* Serve as a technical mentor for field and account engineers; design and conduct training sessions as needed.

## Preferred qualifications

* Minimum of 5 years of related experience with a Bachelor’s degree; or 3 years and a Master’s degree; or a PhD without experience; or equivalent work experience.
* Familiar with Lam Dielectric Films Deposition PECVD and ALD Products.
* Able to navigate and troubleshoot Lam deposition products using both 2300 and Proteus/Nexus GUI.
* Familiar with Lam Knowledge Management systems including but not limited to MyLam, Product Explorer, KM Matrix, Escalation Solver, and IMS.

## 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.