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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.

GB Global Product Support

Date: Sep 23, 2018

Location: Remote, GB

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We are currently recruiting for a GPS position due to our continued business expansion and rapid increase of our install base of Metryx semiconductor metrology equipment.

This is a good opportunity for us to strengthen our customer support team with a high focus individual with a drive for quality and rigorous analysis.

 

We are looking for someone that will develop customer confidence through credible recommendations and have an understanding of the customer’s perspective, supporting our sales, service and revenue generation.

In this role you will respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software and be able to communicate as a subject matter expert on high level technical issues and escalations, provide guidance and recommend solutions.

As part of the team you will belong to an organization where core values are extremely important and you will be part of a dynamic and very technical group that is dedicated to customer satisfaction and will value your contribution and achievements.

 

 

Responsibilities:

 

  • Your primary function is to work within the Global Product Support team providing escalation management and support, driving solutions to prevent repeat problems.
  • You will apply your scientific or engineering background to look at technical issues from different angles, using statistical analysis to evaluate equipment performance and address reliability issues. Responding to situations where first-line product support has failed to isolate or fix software or hardware problems, reporting design, reliability and maintenance problems or bugs to engineering and software design engineering departments.
  • Provide support, guidance, diagnose problems and drive escalations and root cause resolution of issues both in the field and during final test.
  • Create detailed technical reports and develop metrics to monitor performance.
  • Ensure issues are resolved through product design release business processes.
  • Identify and communicate opportunities for installed base performance improvements within customer site/accounts through hands on and installed based performance data analysis.
  • Manage projects and provide reports to management to deliver the desired result. Leading customer escalation meetings.
  • Create, maintain and deliver training programs for customers and associates developing and releasing service manuals, bulletins, troubleshooting guides and procedures with corresponding training materials.
  • Mentor field engineers.
  • Participate in the review of procedures, processes and tool design impacting development activity.
  • Work well within a multidisciplinary team of engineers maintaining a high standard of professionalism and conduct in all interactions.
  • Travelling to customer sites will be required at times. Work to be carried out in a cleanroom environment ( 35% to 50% of the time, various locations including Asia, Europe, US…)

 

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.

 

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