Lam Research

Product Support Engineer 3

Lam Research$95K — $115K *
Technical Services
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 5+ years of related experience with a relevant degree or equivalent work experience
  • Ability to interpret electrical and mechanical schematics
  • Proficient in data analysis and common office applications
  • Strong troubleshooting and coordination skills across technical tasks
  • Excellent customer interaction and service focus
  • Comfortable working in clean room environments and flexible hours
  • Willingness to travel domestically and internationally (40%)

Responsibilities

  • Act as a subject matter expert for high-level technical issues and escalations
  • Provide technical support and troubleshooting to field engineers and technicians
  • Respond to unresolved issues by diagnosing problems and proposing solutions
  • Report design and maintenance problems to engineering teams
  • Collaborate with account teams to communicate issues and solutions to customers
  • Analyze installed base performance data for improvement opportunities
  • Manage customer escalations and conduct meetings to drive resolutions

Benefits

  • Comprehensive health and wellness programs
  • Flexible work arrangements
  • Investments in professional development
  • Opportunities for global travel
  • Participation in a worldwide technical community to share knowledge
Full Job Description
The impact you'll make

As a Regional Product Support Engineer at Lam, you're the backbone of technical support for field engineers, technicians, and customers in the region (Oregon location). Your expertise is crucial in diagnosing, troubleshooting, repairing, and debugging complex electro-mechanical equipment, computer systems, software, or networked and wireless systems. Your swift action in responding to situations is critical in resolving issues and ensuring satisfaction of Lam's valued customers.

What you'll do

Technical
  • Communicates as a subject matter expert on high level technical issues and escalations while providing guidance and recommending solutions.
  • 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 and escalates or identifies solutions.
  • Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training.
  • Partners with the account team to present to customers the problem statement, identified root causes and gain buy-in on proposed solutions.
  • Identifies and communicates opportunities for installed base performance improvements within a customer site/account through hands-on and/or installed-base performance data collection/analysis.
  • Drives required actions at the customer site to resolve escalations and prevent repeat problems.
  • Liaises between Customers, Product Groups, Field Sales, Business Development and other organizations to ensure closure of product issues. May work closely with Account GM(s), CSOMs and other senior-level engineers in Field, CSBG and GPG.
  • Participates in the review of procedures, processes and tool design impacting development activity.
  • Manages projects and provides reports to management to deliver the desired result. Conducts customer escalation meetings.


Customer Relation
  • Provides support to customer/users where the product is highly technical or sophisticated in nature.
  • Develops customer confidence through credible recommendations and an understanding of the customer's perspective to support sales, service, and revenue.


Leadership
  • Participates in Lam's worldwide technical community and actively shares knowledge and takes a leadership position to enhance worldwide learning and its application.
  • Acts as technical mentor for field and account engineers and may design or conduct training sessions.


Who we're looking for

  • Minimum of 5 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.
  • Understands and works from electrical and mechanical schematics and diagrams and interprets operating manuals.
  • Uses computer applications, including data analysis tools, word processing, spreadsheets, and presentation software.
  • Formulates root cause hypotheses, analysis and action plans with detailed problem statements, data analysis and success criteria.
  • Provides quality remote and on-site escalation support and escalation management.
  • Troubleshoots technical problems and coordinates multiple technical tasks.
  • Works directly with customers to meet their needs and expectations with attention to detail and a high degree of accuracy.
  • Establishes and maintains cooperative working relationships with co-workers and customers and adheres to customer rules and policies regarding worksite behavior and safety with minimal supervision.
  • Able to work in a restricted clean room environment, wearing appropriate personal protective safety equipment as required, and sit or stand for prolonged periods of time in a demanding environment with changing workloads.
  • Works flexible shifts and on-call including nights, weekends, and holidays.
  • Available for constant communication with the field through meetings, instant messaging, text, email, etc.
  • Able to travel both domestically and internationally based on business needs (40%).
  • This role follows a flexible onsite work arrangement.


Preferred qualifications

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Our Perks and Benefits

At 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.

About Lam Research

Lam Research Corporation (Lam Research) is a supplier of wafer fabrication equipment and services to the worldwide semiconductor industry. Lam Research designs, manufactures, markets, refurbish, and services semiconductor processing equipment used in the fabrication of integrated circuits. The Company’s etch and clean technologies enable customers to build integrated circuits. Its etch systems shape the microscopic conductive and dielectric layers into circuits that define a chip’s final use and function. Its Customer Support Business Group (CSBG) provides products and services to maximize installed equipment performance and operational efficiency. Its customer base includes semiconductor memory, foundry, and integrated device manufacturers (IDMs) that make DRAM, NAND, and logic devices for these products.

Lam Research Careers

Joining Lam Research offers a unique opportunity to enhance your career at a leading global company at the forefront of innovation and technology in the semiconductor industry. Work You’ll Do At Lam Research, we are committed to advancing the technology landscape through continuous innovation and leadership. Our team of professionals is dedicated to pushing the boundaries of what's possible, making us a pivotal player in the semiconductor industry. By joining our team, you will collaborate with some of the brightest minds in the field, contributing to projects that significantly impact future technology. Transform Your Career Lam Research stands at the intersection of technology, innovation, and leadership. We offer job opportunities that challenge you to excel and push your limits. Our culture fosters growth and embraces diversity, ensuring that every team member can thrive professionally and personally. Join our dynamic team and be part of a company known for its groundbreaking work in developing equipment and services that drive the production of virtually every leading-edge chip in the world. Professional Growth and Development We believe in nurturing the professional growth of our employees by providing ample opportunities for career advancement through leadership and diversity training programs. Our commitment to your career is reflected in our robust benefits package, designed to support you and your family’s health, well-being, and financial future. Internship and Employment Opportunities Start your career path at Lam Research with our internship programs, which offer a hands-on experience in the semiconductor industry. Interns work closely with experienced mentors, gaining invaluable skills and knowledge that prepare them for full-time positions within our company. For seasoned professionals, we offer a variety of positions that leverage your skills to contribute to our mission of continuous improvement and innovation. We are always looking for curious, creative, and driven individuals to join our team. Inclusive Culture and Networking Lam Research is dedicated to creating a diverse and inclusive environment where all employees can thrive. Our culture encourages networking and collaboration, allowing you to connect with colleagues and industry leaders who are as passionate about technology and innovation as you are. Applying at Lam Research Ready to take the next step in your career? Explore the job opportunities at Lam Research by visiting our Careers page. Tailor your resume to highlight your relevant experience and skills, and prepare for an interview that could lead to a multitude of rewarding career paths with us. Stay Connected Keep up to date with the latest company news, employment trends, and career tips by joining our community. Subscribe to receive updates that can help you navigate your professional journey at Lam Research. Join Our Team Search open positions that match your skills and interests. We look for passionate, innovative, and solution-driven team players. Start your journey with Lam Research today, where your work isn’t just a job—it’s a pathway to personal and professional fulfillment. SEARCH LAM RESEARCH JOBS Discover the opportunities waiting for you at Lam Research, where we turn today’s innovations into tomorrow’s technologies.
Learn more about Lam Research
Size
14,100 employees
Market Cap
$54.8 billion
Industry
Net Income
$2.9 billion
Founded
2013
5 Year Trend
+16.5%
Revenue
$11.9 billion
NASDAQ

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