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.

• Professionally represents the company to the customer; develops and maintains good customer relations. Analyzes customer problems and needs, evaluates performance, generates action plans.
• Plans, organizes, controls and monitors the activities of the team by setting priorities, developing procedures and plans and setting goals following corporate guidelines. Monitors performance and utilization. Also responsible for team-administrative and for reporting functions.
• Prepares, organizes, monitors and supports the information flow and communications with Sales, Tech Support, Field Service and management as well as customers to recognize and resolve customer technical requirements. Reviews equipment specs with Sales. Develops and manages escalation guidelines and activities.
• Keeps contact with Lam Technology and Process teams and engineers of other regions to use available knowledge base.
• Develops the departmental budgets under corporate guidelines and monitors the performance against budget targets for revenue and costs.
• Leads the team by informing and communicating on all relevant departmental and general business issues, gives feedback on individual and team performance and culture and supports the professional development and training of individuals and team.
• May perform other related duties as assigned or requested.