Manager Global Product Support

Oversees the technical support of company customers by field engineers, technicians, and support specialists, who are diagnosing, troubleshooting, and repairing one or more of the following: complex electro/mechanical equipment, sophisticated computer systems, software systems/applications, or networking and wireless networking systems. Supervises engineers that respond to situations where standard procedures have failed to isolate or fix problems in non-functioning equipment systems or software. Establishes and maintains lines of communication with design engineering and software development on design, reliability and maintenance issues. Ensures that engineers are current with the latest upgrades and/or new releases. May be involved in customer installation and training programs. Selects, develops, and evaluates personnel to ensure the efficient operation of the function., * Define and execute global product support strategies aligned with business goals and product roadmaps

• Ensure readiness for product launches, including service capability, documentation, and training
• Drive standardization of support processes across regions to ensure consistent customer experience
• Lead support activities across the full product lifecycle: installation, ramp, high-volume manufacturing, upgrades, and end-of-life management
• Ensure procedures, best-known methods (BKMs), and documentation meet product performance and serviceability requirements
• Partner with product engineering to influence design improvements based on field feedback
• Own and drive resolution of complex, cross-functional technical issues impacting product performance, yield, or reliability
• Establish structured escalation processes and ensure timely closure of high-impact issues
• Lead root cause analysis and corrective action (RCCA) processes across global teams
• Act as the global escalation point for customer issues, ensuring clear communication and rapid response
• Partner with field service teams to improve installation quality, uptime, and service efficiency
• Monitor customer feedback and field performance data to identify systemic issues and improvement opportunities
• Work closely with product engineering, manufacturing, supply chain, and quality teams to drive product improvements
• Support new product introduction (NPI) by ensuring support readiness and smooth transition from development to production
• Align with supply chain and factory teams to resolve product-related shortages, defects, and performance gaps
• Define and track KPIs such as tool uptime, MTBF, field failure rates, response time, and customer satisfaction
• Analyze global product performance data to identify trends and drive proactive improvements
• Provide regular updates and insights to senior leadership
• Drive continuous improvement initiatives focused on reliability, serviceability, and cost reduction
• Implement structured methodologies (e.g., Lean, Six Sigma, DFx) to improve product and support processes
• Standardize troubleshooting methodologies and knowledge management systems across regions
• Lead and develop a global team of product support engineers and specialists
• Establish clear roles, responsibilities, and performance expectations
• Foster a culture of accountability, customer focus, and technical excellence

This role requires international travel of approximately 20% to 40%, depending on business needs and project demands.

• Bachelor's degree in Engineering (Mechanical, Electrical, or related field); advanced degree preferred
• 10-15 years of experience in product support, engineering, or field service in a high-tech manufacturing environment
• 5+ years of leadership experience managing global or cross-regional teams
• Strong technical expertise in product lifecycle support, troubleshooting, and root cause analysis
• Experience working across product development, manufacturing, and field operations
• Excellent problem-solving, communication, and stakeholder management skills, * Experience in semiconductor equipment, capital equipment, or advanced manufacturing environments
• Strong understanding of product development and release processes (PDR) and NPI transitions
• Experience with reliability engineering, DFx (DFM, DFT, DFS), and serviceability design principles
• Six Sigma Black Belt or equivalent certification
• Experience managing global customer escalations and high-impact field issues
• Familiarity with data analytics tools and systems for performance monitoring

This position is subject to the Austrian Collective Bargaining Agreement (CBA) for Employees in the Metal Technology Industry in the occupation group H. A higher payment is negotiable depending on education, expertise and skills. The monthly salary is paid 14 times per year.

At Lam Research, we create equipment that drives technological advancements in the semiconductor industry. Our innovative solutions enable chipmakers to power progress in nearly all aspects of modern life, and it takes each member of our team to make it possible. Across our organization, our employees come to work and change the world. We take on the toughest challenges with precision and accuracy. We push for the next big semiconductor breakthrough. We lead the way in one of the most critical and fast-moving industries on the planet. And we do it together, with deep connections and limitless collaboration. The impact we have on the world is made possible by focusing on our people. So we recognize and celebrate our teams' achievements. We strive to create an inclusive and diverse culture where everyone's contribution and voice has value. We evaluate and evolve our offerings, so our people receive the support and empowerment to do meaningful things for their lives, careers, and communities. Because at Lam, we believe that when people are the priority and they're inspired to unleash the power of innovation for a better world together, anything is possible., This position is in the Global Products Group, we are dedicated to excellence in the design and engineering of Lam's etch and deposition products. We drive innovation to ensure our cutting-edge solutions are helping to solve the biggest challenges in the semiconductor industry., 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.