Mgr, Field Service

Ensures adequate records and systems are maintained. Direct and supervise the day-to-day work of his direct reports. Responsible for the annual Performance Management & Development exercise of his direct reports. Develop and mentor high-potential personnel in order to continuously build a stronger team as well as provide opportunities for qualified internal personnel. * * * * * Professionally represent the company to the customer. Develop and maintain good customer relations and business partnering. Assume accountability for continued customer satisfaction with service provided within assigned territory, site or function. Coordinate service requirements with customer to minimize down time or interruptions to the system. Communicate with sales, service, and field process engineering to support customer technical requirements, evaluate product performance and conduct field trials. 8 to 10 years of relevant experience in the semiconductor industry, with at least the last three years in a people management role Technical knowledge of Lam's technological competitive advantage including etch / clean / deposition technology and plating technology Account management know-how including excellent people management and strategic customer relationship building skills Familiarity with Lam's internal Management Systems including financial / P&L model will be an advantage Responsible for the safety of engineers assigned in identifying hazardous service environment and provide continuing safety training to the engineering team. Provide technical advice, counsel and assistance to the customers and company on all aspects of equipment service support. Provides technical guidance to lower level staff. Provide continuing feedback to product engineering on system performance and provide engineering change recommendation on system safety, reliability, and serviceability through internal ECR process. Management of installed base performance during warranty period to ensure achievement of system performance to product specifications such as MTBF, MTTR, MTBC, and process performance standards. Complying with Lam's Escalation Policies and resolve escalation with RPS. Generate forecast on engineering labor hours and expenses for department assigned. Manage the utilization of engineer hours to the utilization percentage target for a balanced absorption result. Align with Global Account (where applicable) on account / sales strategies to support of corporate objectives. Supports preparation of and participates in user-meetings (Technical Review Meetings) and follows-up on defined pre- and post-sales activities