Global Product Support Engineer 3

The Group You’ll Be A Part Of

 

In the Global Products Group, we are dedicated to excellence in the design and engineering of Lam’s etch and deposition products. We drive innovation to ensure our cutting-edge solutions are helping to solve the biggest challenges in the semiconductor industry. 

 

The Impact You’ll Make

As a Global Product Support Engineer at Lam, you're the backbone of technical support for field engineers, technicians, and product support personnel. Your expertise is crucial in diagnosing, troubleshooting, repairing, and debugging complex semiconductor equipment. Your swift action in responding to situations is critical in resolving issues and ensuring satisfaction of Lam’s valued customers.

What You’ll Do

• Generate and release installation, maintenance, and upgrade procedures for new and existing hardware.
• Ensure successful implementation of FIF products and CIP retrofits, including coordination of unreleased hardware documentation.
• Collect customer data and feedback during beta evaluations and report lessons learned.
• Report design, reliability and maintenance problems or bugs to design engineering/software engineering
• Coordinate field readiness deliverables and develop supporting documentation such as the maintenance procedures and any needed training materials
• Resolve escalations and drive corrective actions with respective owners. Integrate common escalations into engineering programs to address recurring tool issues.
• Establish and maintain lines of communication with HW engineering and SW development on design, reliability, to solve product issues and production problems.
• Contribute to design reviews to resolve hardware escalations.
• Work with Technical Publications on documentation templates and processes for document release.
• Provide 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
• Respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software

Who We’re Looking For

• Minimum of 5 years of related experience in product or systems engineering with a bachelor’s degree in mechanical engineering, Electrical and Electronics Engineering or a related field.
• Excellent written/verbal communication, strong presentation skills
• Capable of structured problem solving (preferably using 8D methodology)
• Teamwork and ability to establish successful relationships in a multicultural environment with external and internal customers.
• Service orientated and ability to work in a matrix environment.
• Willingness to travel up to ~25% worldwide is a requirement of this position

 

Preferred Qualifications

Experience in semiconductor fab equipment support including sustaining, maintenance, installation, and troubleshooting.

Leadership

• Able to act as a resource for colleagues with less experience; may lead small projects with manageable risks and resource requirements
• Must be able to work with cross-functional teams to get information and results needed

Customer Relations

• Professionally represents the company to the customer. Utilize knowledge of company’s product lines and services to keep existing/ potential customers informed when new/ additional needs are identified
• Actively addresses any potential issues at the customer site and provide alternative solutions. Drive implementation of new solutions for the customer

 

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 commi