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Senior Global Product Support Specialist
2 maanden geleden
The Customer Support Business Group is dedicated to delivering exceptional customer support throughout the customer\u0027s lifecycle with Lam. We drive performance, productivity, safety, and quality of customer installed base performance and provide service and lifecycle solutions for their most critical equipment and processes.
What You\u0027ll DoAs a Senior Global Product Support Engineer, you will be responsible for providing technical support to customers encountering problems using Lam\u0027s products. You will ensure prioritized responses and provide technical leadership in all aspects of problem resolution. You will report new or recurring problems to the design department and ensure field teams are properly trained when old products are changed or upgraded and new products are released.
- Process/Productivity engineer who will provide technical support to field process engineers, and product support personnel who are troubleshooting thin film deposition chambers for gaps in process capability, chamber matching, defect, yield failure issues
- Responds to situations where first-line product support has failed to isolate or fix problems related to process capability gaps
- Provides support to customer/users where the product is highly technical or sophisticated in nature.
- Responsible for customer betas including installation, qualification, milestones, technical requirements, training and certification of local teams / customer
- Participates and leads as required Knowledge Management activities to share learning worldwide in order to expedite solutions, reduce repeat issues, escalations and improve cycle time closure.
- Reports process related enhancement, continuous design improvements to design engineering
- Supports business important customer new tool process qualification, training and BKM document creation
- Expertise in statistical process control data analysis
- Travel up to 30%
We are seeking a highly experienced and skilled Senior Global Product Support Engineer with a minimum of 8 years of related experience and a Bachelor\u0027s degree; or 6 years and a Master\u0027s degree; or a PhD with 3 years experience; or equivalent experience developing, manufacturing or supporting capital equipment.
High tech background with relevant industry experience is required.
Preferred Qualifications- Familiarity with working in a semiconductor fabs
- Able to represent Lam by creating material and expertly presenting technical findings to customer and support teams
- Leadership of cross functional problem solving teams in high priority escalations, containing problems and delivering proven, tested solutions
- Strong organizational skills and demonstrated ability to manage multiple tasks simultaneously and ability to react to shifting priorities to meet business needs and deadlines
- Excellent people skills with demonstrated ability to work effectively and efficiently with diverse teams, customers, internal and external partners
- Collaboration/ Matrix environment mindset
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 is an equal opportunity employer. We are committed to and reaffirm 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.
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\u0027ll 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\u0027ll work 1-2 days per week on-site at a Lam or customer/supplier location, and remotely the rest of the time.
