Regional Product Support

The field Product Support (formerly RPS) organization’s primary job role is to engage and support our regional field teams as a next-level escalation support group while helping to provide in-country equipment expertise to help drive equipment troubleshooting, productivity enhancements, and to provide mentorship for account team engineers. As a Regional Product Support Engineer at Lam, you’re the backbone of technical support for field engineers, technicians, and product support personnel in the region. Your expertise is crucial in diagnosing, troubleshooting, repairing, and debugging complex electro-mechanical equipment, computer systems, software, or networked and wireless systems.

Responsibilities

Engage and support regional field teams as a next-level escalation support group; provide in-country equipment expertise to help drive equipment troubleshooting and productivity enhancements; mentor account team engineers; diagnose, troubleshoot, repair, and debug complex electro-mechanical equipment, computer systems, software, or networked and wireless systems; respond swiftly to situations to resolve issues and ensure customer satisfaction; develop strong working relationships between account team hardware and process engineers and Product Group engineering teams; act as escalation single-point-of-contact to the customer, account team, and product group engineering teams; provide technical expertise to resolve Type 1/2 escalations on Lam products; provide leadership in project/escalation management in a matrix organization; represent customers' and account teams' technical requirements to engineering product groups; utilize Lam's Knowledge Management to resolve escalations and share knowledge; mentor local account team engineers; partner with PM/BD/Sales based on business need; professionally represent the company to the customer; develop good customer relations during escalations, system upgrades and evaluations

Requirements

Minimum of 3 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; high level of experience in key areas of semiconductor equipment such as hardware and/or process troubleshooting, subsystem engineering, and advanced troubleshooting and decision-making skills; strong public speaking and communication skills; high level of independence in the day-to-day working environment; strong demonstration of all Lam’s core values; willingness and ability to work in fab environments; self-starter able to function in a global organization with indirect supervision