Global Product Support Engineer 4

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

Responsibilities

Primary escalation point for Type-3 tickets; Drive escalation resolution across CFT (SQAD, HW, Process, and KAT); Secondary escalation point for Type 1-2 ES when pulled in by PS; Provide support by phone and travel if needed; Primary resource for first in fab and first in region installs; Shared responsibility for JDP and Beta install and support; Participate in embedded training to gain knowledge; Create procedure document and present reports related to design, reliability, maintenance problems, SW bugs, projects, and escalations to relevant factory groups; Create and update documentation for field service engineers and customers; Prepare and deliver updates on programs and issues to customer technical teams; Provide onsite project management support for critical penetrations and escalations; Chair weekly meetings with key customer accounts to communicate progress on projects and collect information on issues affecting performance; Customer focused but dedicated to a specific account; Travel as required to support projects and products in the field, estimated 50% annually

Requirements

Minimum of 8 years of related experience with a Bachelor’s degree; or 6 years and a Master’s degree; or a PhD with 3 years experience; or equivalent experience; Excellent written/verbal communication, fluent in English, and 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; Comfortable traveling up to 25~50% of the time.

Nice to have

Semiconductor experience in a customer fab highly preferred; Failure Mode Effect Analysis (FMEA); Root Cause-Corrective Action (RCCA); 8D & 5-Whys Problem solving; Problem Solving and Decision Making (PSDM)