Sr. Mgr, Program Management

The Group You’ll Be A Part Of

The Customer Support Business Group (CSBG) 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 Program Manager in CSBG, you will play a pivotal role in leading programs to enhance the efficiency of our Field Service organization and improve our install base accuracy. This person will be responsible for the Global Field Operations business process and systems support, which enable our Field Service Engineers to create work orders, order parts, and charge time. This role will lead cross-functional teams to address service business process or systems issues within SAP & Microsoft Dynamics Field Service Management modules. Analyze complex business problems and develop business requirements to scale systems, processes, and procedures in a cost-effective manner. 

What You’ll Do

• Manage daily sustaining support for a large field service organization
• Oversee equipment setup, service hierarchy maintenance, and access management   
• Responsible for install base accuracy to enable future service revenue opportunities
• Ensure transactional data integrity between front-end and back-end applications
• Plans and executes unit, integration, and acceptance testing to meet business requirements
• Resolve financial settlement issues for labor and material charges
• Identify automations to ensure labor and material transactions are following business policies and procedures
• Lead cross-functional teams to address complex business issues or systems issues as required
• Work closely with Regional Operations, Spares, Marketing, Knowledge Management, Product Management, and other functions to identify, recommend, and implement corrective actions or process re-engineering to optimize field service efficiency and productivity
• Provide expertise in identifying, evaluating, and developing system requirements and procedures that are cost effective, meet user requirements, and consider data quality requirements
• Develop and implement effective KPIs to facilitate continuous improvement and measure success

Who We’re Looking For

• 10+ years working experience in SAP, Field Service, Operations, or Quality disciplines
• Bachelor's degree in Computer Science, Engineering, Technology, Operations or equivalent
• SAP or MS Dynamics experience (FSM, CS, PM or SD) strongly recommended
• Understanding of relationship and data flows between Sales Forecast, Sales Orders, Service Notifications, Service Orders, BOMs, and Contracts
• Excellent interpersonal skills with the ability to motivate, influence, manage and drive results within a complex organizational environment
• Experience working in or collaborating with Field Service (customers, technicians, or engineers)

Preferred Qualifications

• SAP S4 HANA experience, specifically Customer Management (CRM/CM) or Field Service Management module
• Demonstrable expertise in use of structured problem-solving methodologies (PDCA, DMAIC, 8D) 
• Semiconductor / industrial industry experience preferred

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.

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