Product Support Engineer (Software) all genders at Lam Research

Dresden, Saxony, Germany -

Full Time

Start Date

Immediate

Expiry Date

24 Mar, 26

Salary

0.0

Posted On

24 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Troubleshooting, Electro-Mechanical Equipment, Software Engineering, Data Analysis, Customer Service, Communication, Mentoring, Problem Solving, Collaboration, Root Cause Analysis, Electrical Schematics, Mechanical Schematics, Training, Flexibility, Attention to Detail

Industry

Semiconductor Manufacturing

Description

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 Provides support to customer/users where the product is highly technical or sophisticated in nature. Develops customer confidence through credible recommendations and an understanding of the customer’s perspective to support sales, service and revenue. Participates in Lam’s worldwide technical community and actively shares knowledge and takes a leadership position to enhance worldwide learning and its application. Formulate root cause hypothesis, analysis and action plans with detail problem statements, data analysis and success criteria. Provide quality remote and on-site escalation support and escalation management. Troubleshoot technical problems and coordinate multiple technical tasks. Work directly with customers to meet their needs and expectations with attention to detail and high degree of accuracy. Establish and maintain cooperative working relationships with co-workers and customer and adhere to customer rules and policies regarding worksite behavior and safety with minimal supervision. Regular active collaboration and communication with various groups within the company to support customer projects Acts as technical mentor for field and account engineers and may design or conduct training sessions. Who we’re looking for PhD with no work experience or; MS or Engineering degree with 3+ years of work experience; or Bachelor with 5+ years of work experience. Software engineering or computer science background Understand and work from electrical and mechanical schematics, diagrams and interpret operation manuals. Use computer applications, including data analysis tools, word processing, spreadsheet, and presentation software. Able to work in constrictive clean room environment, wearing appropriate personal protective safety equipment as required, and sit or stand for prolonged periods of time in a demanding environment with changing workloads. Able to work flexible shifts and on-call including nights, weekends, and holidays. Able to travel both domestic and international based on business need. Preferred qualifications Familiar with the Software structure and the ability to troubleshoot from the Control Works level. Acquainted with Analog-to-Digital I/O devices IOC, SIOC, EIOC, and how they interact with the Tool Platform SW Package. Knowledge of the directory structure, and the ability to troubleshoot the structure. Communicate with customer at a technical level and influence customer decision to follow action plans. Communicates fluently in English, an additional European language is an advantage. 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.

Responsibilities

As a Regional Product Support Engineer, you will provide technical support to field engineers and customers, diagnosing and troubleshooting complex equipment. You will also participate in the technical community and mentor other engineers.