The impact you'll makeAs 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 doEscalationsPrimary 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.
New product IntroductionPrimary 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
Creates procedure document and presents reports related to design, reliability, maintenance problems, SW bugs, projects, and escalations to the relevant factory groups and creates and updates documentation for field service engineers and customers
Account/ Customer Interaction TravelPrepares and delivers update on programs and issues to customer technical teams.
TRM's, quarterly reviews, etc.
Provides onsite project management support for critical penetrations and escalations
Chairs weekly meeting with key customer accounts to communicate progress on projects and collect information on issues effecting performance
Customer focused but dedicated to a specific account
Travels as required to support projects and products in the field, estimated 50% annually
Who we're looking for- 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.
Preferred qualifications- Semiconductor experience in a customer fab highly preferred.
- Preferred experience: Failure Mode Effect Analysis (FMEA), Root Cause-Corrective Action (RCCA), 8D & 5-Whys Problem solving, Problem Solving and Decision Making (PSDM)
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.
SalaryCA San Francisco Bay Area Salary Range for this position: $104,000.00 - $231,000.00.
The above salary range for this position is relevant to applicants that reside or work onsite in the California, San Francisco Bay Area only. Salary offers will depend on factors that include the location you work from, your level, education, training, specific skills, years of experience and comparison to other employees already in this role. Actual salary may vary from salary offered due to numerous factors including but not limited to unpaid time off, unpaid leave, company mandated shutdown, and other relevant factors.
Our Perks and BenefitsAt Lam, our people make amazing things possible. That's why we invest in you throughout the phases of your life with a comprehensive set of outstanding benefits.
