Product Support Engineer 4

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 remote response and on-site advanced-level support to analyze, troubleshoot, and manage tool-down escalations and provide performance improvement solutions for all Lam semiconductor processing equipment in a clean room environment at customer sites.
• Communicates as a subject matter expert on high-level technical issues and escalations while providing guidance and recommending solutions.
• Drives required actions at the customer site to resolve escalations and prevent repeat/preventable problems.
• Troubleshoots technical problems by providing root cause hypotheses, analysis, and action plans with detailed problem statements, data analysis, and success criteria.
• Liaises between customers and Product Groups to ensure closure of product issues.
• Participates in Lam’s worldwide technical community and actively shares knowledge.
• Acts as a technical mentor for field and account engineers and may design or conduct training sessions.
• Identifies and communicates opportunities for installed base performance improvements within a customer site/account through hands-on and/or installed-base performance data collection and analysis.
• Develops customer confidence through credible recommendations and an understanding of the customer’s perspective to support sales, service, and revenue.

• PhD with 3+ years of relevant work experience or; MS or Engineering degree with 6+ years of work experience; or BS with 8+ years of work experience.
• 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.
• 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.
• 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.
• Work flexible shifts and on-call including nights, weekends, and holidays.
• Be available for constant communication with the field through either meeting, instant messenger, text, email, etc.
• Able to travel both domestic and international based on business need.

Preferred qualifications

• Familiar with the SW 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.

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., At Lam, our people make amazing things possible. That’s why we invest in you throughout the phases of your life with a comprehensive set of outstanding benefits. ]]>