Global Product Support Engineer 4

In the Global Products Group, we are dedicated to excellence in the design and engineering ofLam’s etch and deposition products. We drive innovation to ensure our cutting-edge solutionsare helping to solve the biggest challenges in the semiconductor industry. The impact you’ll make

As a Global Product Support Engineer at Lam, you’re the backbone of technical support for field engineers, technicians, and product support personnel. Your expertise is crucial in diagnosing, troubleshooting, repairing, and debugging complex semiconductor equipment. Your swift action in responding to situations is critical in resolving issues and ensuring satisfaction of Lam’s valued customers. What you’ll do

Escalations Primary escalation point for Type-3 tickets. Drive escalation resolution across CFT (SQAD, HW, Process, and KAT). Secondary escalation point for Type 1-2 ES when pulled in by RPS. Provide support by phone and travel if needed.

New product Introduction Primary resource for first in fab and first in region installs Shared responsibility for JDP and Beta install and support Participate in embedded training to gain knowledge

Account/ Customer Interaction Travel Prepares and delivers update on programs and issues to customer technical teams. TRM’s, quarterly reviews, etc. Provides onsite project management support for critical penetrations and escalations Chairs weekly meeting with key customer accounts to communicate progress on projects and collect information on issues effecting performance Customer focused but dedicated to a specific accountTravels as required to support projects and products in the field, estimated 50% annually

Travels as required to support projects and products in the field, estimated 50% annually, + Acts as a technical leader and mentor to junior engineers.

• Leads technical discussions with Product Group, Engineering, Account Teams, and customers.
• Influences product improvements and CIP prioritization.

• Leads customer-specific task forces and complex problem-resolution teams. New Product Introduction (NPI)

• Supports first-in-fab and first-in-region installations.
• Participates in JDP/Beta programs.
• Collects and analyzes field data to improve product readiness.

• Delivers OJT and embedded field training. Documentation & Knowledge Management

• Authors and releases: o Technical Memos (TMs) o Service Advisories (SAs) o Procedures o CIP documentation

• Drives knowledge transfer and field readiness activities.

• Presents findings in global knowledge-sharing forums. Customer & Business Impact A Level 4 engineer is expected to:

• Becom
• Influence roadmap and engineering priorities through field data and customer feedback.
• e “the face of Lam” for major technical engagements.
• Drive customer productivity and installed-base reliability improvements.
• Manage critical escalations with minimal supervision.

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.

• BS or AS degree in Electrical Engineering, Mechanical Engineering, or related field (Bachelor’s degree preferred).
• Typically 8+ years of applicable semiconductor equipment experience.
• Significant customer support and field service experience.

• Prior semiconductor capital equipment industry experience is advantageous. Technical Qualifications

• Advanced product and subsystem expertise.
• Ability to independently lead complex technical investigations and escalations.
• Own and drive T3 escalations, root-cause analysis, and corrective actions.
• Develop test plans to reproduce customer issues and validate solutions.
• Lead CIP, EPL, SAF, Beta, and FOAK support activities.

CA San Francisco Bay Area Salary Range for this position: $104,000.00 -$231,000.00.

The above salary range for this position is relevant to applicants that reside or work onsite in the California, San Francisco Bay Area only. Salary offers will depend on factors that include the location you work from, your level, education, training, specific skills, years of experience and comparison to other employees already in this role. Actual salary may vary from salary offered due to numerous factors including but not limited to unpaid time off, unpaid leave, company mandated shutdown, and other relevant factors.