Regional Product Support Engineer 3

The Group You’ll Be A Part Of

The field Product Support (formerly RPS) organization’s primary job role is to engage and support our regional field teams as a next-level escalation support group while helping to provide in-country equipment expertise to help drive equipment troubleshooting, productivity enhancements, and to provide mentorship for account team engineers.

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

PS engineers are expected to have a high level of experience in key areas of Lam Deposition equipment such as hardware and/or process troubleshooting, subsystem engineering, and advanced troubleshooting and decision-making skills.

PS engineers are often relied upon as local technical experts and will often engage in direct communication with customer engineers and management teams to provide updates on difficult tool escalations and productivity enhancements. PS engineers should posses a high level of independence in the day-to-day working environment along with strong public speaking and communication skills to present technical discussions as the escalation single-point-of-contact to the customer, account team, and product group engineering teams.

Developing strong working relationships between account team hardware and process engineers, as well as with Product Group hardware and process engineering teams is a core responsibility for PS. Candidates for PS should posses strong demonstration of all Lam’s core values and be willing and able to work in fab environments with their account teams on escalated problems, non-escalated issues with the goal of avoiding escalations, and to help mentor and provide real-time advice, knowledge, and BKMs to enable our account teams’ success.

PS engineers are also central to Lam’s ability to proliferate new product in the alpha/beta/restricted release phases of product lifecycle with PS engineers playing a key role to rapidly acquire new knowledge on NPI systems and to help proliferate that knowledge amongst the field teams to provide class-leading escalation and equipment support on new system types.

Who We’re Looking For

• Minimum of 5 years of related experience with a Bachelor’s degree; or 3 years and a Master’s degree; or a PhD without experience; or equivalent work experience.

Preferred Qualifications

Job Duties and Responsibilities

• A technical expert on Lam’s products, with focus in deposition products (PECVD and/or ALD) – provide technical expertise to resolve all Type 1/2 escalations on Lam ALD products and is a Subject Matter Expert in Lam's specialist disciplines.
• Provide leadership in project/escalation management working in a matrix organization with account teams, customers, and product engineering groups to drive model-based problem-solving utilizing Lam’s PS&DM process to solve complex equipment issues, DoE, and data analysis.
• Self-starter able to function in a global organization with indirect supervision.
• Represent customers’ and account teams’ technical requirements to engineering product groups to help drive enhancements through engineering CIPs, productivity improvements, and documentation updates.
• Utilize problem solving skills and technical abilities to partner with product groups to help upgrade and build (where applicable) alpha and beta systems, and partner with product groups on alpha and beta installs to drive knowledge acquisition for further proliferation to the field as well as to drive improvements in procedural documentation and provide feedback on engineering designs and changes.
• Effectively utilize Lam’s Knowledge Management to resolve escalations and actively share knowledge with Lam’s worldwide technical community utilizing Escalation Solver, Community of Specialists (CoS), and by hosting local knowledge sharing classes with local and regional account teams.
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• Mentoring local account team engineers through escalation management and through daily interactions in the fab/site to help address non-escalated issues (escalation prevention)
• Partner with PM/BD/Sales based on business need and understand technology roadmaps for our customers with an emphasis on enhancing overall system productivity and efficiency through machine down time reductions and limiting escalation durations.
• Professionally represent the company to the customer. Utilize knowledge of company’s product lines and FKMs to keep existing / potential customers informed when new/additional needs are identified.
• Develop good customer relations during escalations, system upgrades and evaluations.

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.