Product Support Engineer (all genders)

The Group You’ll Be A Part Of

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

• Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
• Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
• Reports design, reliability and maintenance problems or bugs to design engineering/software engineering.
• Provides support to customer/users where the product is highly technical or sophisticated in nature.
• May be involved in direct onsite support, customer installation and training.

What You’ll Do

• Provide remote response and on-site advanced level support to analyze, troubleshoot and manage tool down escalations and provide performance improvements solutions of all Lam semiconductor processing equipment in a clean room environment at customer sites.
• Analyze provided data, generate Action Plans / Fishbones / perform FMEA Analysis.
• Provide detailed technical guidance / action plans and guide the first-line support in resolving the problem.
• Perform reporting on up-/downtimes and analyze product performance data to uncover potential issues and areas for improvement.
• Develop comprehensive documentation to aid first line support / customers in troubleshooting.
• Communicate as a subject matter expert on high level technical issues and escalations while providing guidance and recommending solutions
• Provide strategic technical leadership and direction by leveraging technical knowledge of Lam's products and an understanding of the customer’s long-term manufacturing needs and equipment support strategy
• Participate in Lam’s worldwide technical community and actively shares knowledge and takes a leadership position to enhance worldwide learning and its application
• Identify and communicate opportunities for installed base performance improvements within a customer site/account through hands on and or installed based performance data collection/analysis
• Develop customer confidence through credible recommendations and an understanding of the customer’s perspective to support sales, service and revenue
• Drive required actions at the customer site to resolve escalations and prevent repeat / preventable problems
• Liaises between Customers, Product Groups, Field Sales, Business Development, and other organizations to ensure closure of product issues. Work closely with Account GM(s), CSOMs and other senior level leaders in North America Field, Customer Support Business Group and Global Product Support.

Who We’re Looking For

We look for somebody who has

• strong knowledge of Plasma Etch Equipment, it’s functionality, technical background, and system design.
• experience in troubleshooting Electronics, RF Circuitry, Gas Delivery and UHV Systems.
• Excellent problem-solving skills, with the ability to diagnose and troubleshoot technical issues fast and logical following standard procedures.
• Superb communication skills, with the ability to explain complex issues in simple terms.
• A customer-focused approach, with the ability to provide high-quality support.

Preferred Qualifications

• Technical degree / associate’s degree in Mechatronics, Electronics, Electrical Engineering or related field, and 6+ years of experience or
• Bachelor’s degree in Mechatronics, Electronics, Electrical Engineering, or related field and 5+ years of experience, or Master’s degree with 3+ years of experience.
• Previous experience in installation, maintenance, repair, or troubleshooting of semiconductor Plasma Etch Equipment
• Proficiency in interpreting electrical and mechanical schematics, diagrams, and operation manuals.
• Able to work in a clean room environment while wearing personal protective safety equipment, and/or cleanroom suit.
• Frequently position oneself (e.g., bend, stoop, reach, walk, sit, twist, squat, kneel, climb, stand) to perform job tasks for extended periods.
• Able to travel domestically and internationally, based on customer and/or company needs.
• Fluent communication skills, both, written and verbal, in English. German language knowledge is an advantage.
• Valid EU residence and driving license.

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.