Product Support Engineer 3
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
This position is responsible for resolving the customer tool problems to meet customers’ expectations and achieving the required escalation performance and field-reported quality goals in the region.
- Resolve Type-1 and Type-2 escalations quickly and efficiently, engaging support from other regions and/or the Fremont Product Group as required meeting the customers’ expectations and escalation performance goals.
- Responding to and supporting all assigned escalation tickets
- Collaborating with the Local Field Team in Action Plan development
- Providing access to trouble shooting tools, materials, and other support documentation resources to use throughout the escalation process
- Interfacing with Factory resources and organizations in support of the Local Field Team
- Adhering to a structured technical problem solving process
- Ensuring the problem is properly supported, corrective actions assigned get completed, and the ticket is closed
- Analyze escalation performance to identify and action required improvements and improvement opportunities.
- Review and vouch for the accuracy and completeness of Field-reported quality problems.
- Prepare supporting information and propose Type-3 escalation conversions when the released hardware/process/procedures cannot resolve the escalated problem.
Who we’re looking for
B.S. in Engineering
More than 7 years of industry experience to include both “hands-on” hardware and/or process experience
Engineering backgrounds as a service or process engineer
Customer Relationship Management Skill
People Management
Communication Skill
Good command of English
Effective communication in inter-departmental and cross cultural environment
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.