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As a leading global supplier of wafer fabrication equipment and services to the semiconductor industry, Lam Research develops innovative solutions that help our customers build smaller, faster, and more power-efficient devices.

This success is the result of our employees' diverse technical and business expertise, which fuels close collaboration and ongoing innovation.

Join the Lam Research team, where you can write your own success story. Come help us solve our customers' toughest problems and be part of a company that plays a vital role in the future of electronics.

Lam Research - a company where successful people want to work

Installed Base Program Manager

Date: Nov 29, 2017

Location: Meylan, FR, 38240

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POSITION SUMMARY

The Account Installed Base Manager will work directly with the account CSOM’s and Service Managers to develop Account Installed Base Differentiation Objectives.  Act as the primary owner of internal Installed Base resolution, prioritization and escalation resolution to achieve the objectives.

Drive account installed base performance and CSSP execution while ensuring alignment with the customer and the account.  Act as the primary owner to share the learnings and achievements of the account to the regional installed base team.

Own account I&W objectives and drive actions to achieve objectives of cycle time improvements and I&W compliance.  Ensure corrective actions are taken to drive towards goals and objectives.

 

PRIMARY FUNCTIONS

 

  • Develops Account Installed Base Differentiation Objectives, collect data and account specific information pertinent to IB differentiation; align with CSOM and RPM objectives

     

  • Primary owns internal IB resolution, e.g. prioritization, escalation resolution, etc.

     

  • Drives Account IB performance and CSSP execution; drives and insure continued CX L3 alignment with Customer and CSOD/Account Team; ensures that account team allocate appropriate resource and give right priorities to the IB activities.

 

  • Develop plans in collaboration with account team for objective achievement, track progress of accomplishments; develop mitigation and/or recovery plan when needed.

 

  • Implements and shares Best Know Methods (BKM) by sharing the learning and achievement of the accounts to the region making sure that customer confidentiality is always guaranteed.
    Makes sure that supporting documentation of activity is prepared on time, shared with customer(s) and archived correctly.

     

  • Ensures that actions are taken to achieve objective of cycletime improvement and I&W compliance
    including putting corrective actions in place when goals are not reached.

     

  • Review periodically with account representatives the achievement and based on result adopt plan or corrective action to improve performances. Compiles and reviews at minimum monthly CX L3 for account/fab performances.

     

  • May perform other related duties as assigned or requested.

     

POSITION QUALIFICATIONS

 

Minimum Education                 Technical certification /Diploma or university degree, preferably in electromechanical or electronically engineering / Masters

Minimum Experience               5-7+ years in the service business, preferably in semiconducto equipment industry, plus 2-3 years of program management experience. 

                                                 Customer support management and business experience would be a very valuable plus.

Liaison                                     Account Supervisor/mgr ; Join customer meetings based on specific request. Participate to fab. or account review.

Accountable to                         Account CSOM and CSBG GM

 

REQUIRED SKILLS

Generic Management Skills       Managing metrics & accountability systems

            Problem Solving and Project management skills expertise

            Strategic thinking

            Working in collaboration with others Regions/BU

             Role model in Core Value

             Self Management (time management, prioritizing…)

              Influencing and leading change

             Flexibility and adaptability

             Strong analytics capabilities

 

Team Management Skills           Delegation

 

Other Skills                               Excellent written/verbal communication including strong presentation skills

                                                  Availability for travels (regional and international) 

          Internal and external service orientation required

          Fluent English – Additional language would be a plus

 

EVALUATION CRITERIA

 

Knowledge Level                       Intermediate - Advanced technical. Advanced operational

 

Impact                                      All Europe

                                                Day-to-day

         International and regional travel required from 50% to 70%.

 

Reports to                                 CSBG organization


Job Segment: Engineer, Project Manager, Engineering, Technology, Customer Service

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