Product Support Engineer (all genders)

at  Lam Research

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.

PREFERRED QUALIFICATIONS

• Technical degree / associate’s degree in Mechatronics, Electronics, Electrical Engineering or related field, and 6+ years of experience or
• Bachelor’s degree in Mechatronics, Electronics, Electrical Engineering, or related field and 5+ years of experience, or Master’s degree with 3+ years of experience.
• Previous experience in installation, maintenance, repair, or troubleshooting of semiconductor Plasma Etch Equipment
• Proficiency in interpreting electrical and mechanical schematics, diagrams, and operation manuals.
• Able to work in a clean room environment while wearing personal protective safety equipment, and/or cleanroom suit.
• Frequently position oneself (e.g., bend, stoop, reach, walk, sit, twist, squat, kneel, climb, stand) to perform job tasks for extended periods.
• Able to travel domestically and internationally, based on customer and/or company needs.
• Fluent communication skills, both, written and verbal, in English. German language knowledge is an advantage.
• Valid EU residence and driving license.

• Provide remote response and on-site advanced level support to analyze, troubleshoot and manage tool down escalations and provide performance improvements solutions of all Lam semiconductor processing equipment in a clean room environment at customer sites.
• Analyze provided data, generate Action Plans / Fishbones / perform FMEA Analysis.
• Provide detailed technical guidance / action plans and guide the first-line support in resolving the problem.
• Perform reporting on up-/downtimes and analyze product performance data to uncover potential issues and areas for improvement.
• Develop comprehensive documentation to aid first line support / customers in troubleshooting.
• Communicate as a subject matter expert on high level technical issues and escalations while providing guidance and recommending solutions
• Provide strategic technical leadership and direction by leveraging technical knowledge of Lam’s products and an understanding of the customer’s long-term manufacturing needs and equipment support strategy
• Participate in Lam’s worldwide technical community and actively shares knowledge and takes a leadership position to enhance worldwide learning and its application
• Identify and communicate opportunities for installed base performance improvements within a customer site/account through hands on and or installed based performance data collection/analysis
• Develop customer confidence through credible recommendations and an understanding of the customer’s perspective to support sales, service and revenue
• Drive required actions at the customer site to resolve escalations and prevent repeat / preventable problems
• Liaises between Customers, Product Groups, Field Sales, Business Development, and other organizations to ensure closure of product issues. Work closely with Account GM(s), CSOMs and other senior level leaders in North America Field, Customer Support Business Group and Global Product Support.