Lam Research

Sr. Mgr, Global Product Support

Lam Research$120K — $150K *
Technical Services
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree or equivalent with 6-8 years of management experience; advanced degree preferred.
  • 10-15 years in product support, engineering, or field service in high-tech manufacturing.
  • 5+ years managing global or cross-regional teams.
  • Strong technical expertise in product lifecycle support and troubleshooting.
  • Excellent problem-solving and stakeholder management skills.

Responsibilities

  • Define and execute global product support strategies.
  • Ensure readiness for product launches, including documentation and training.
  • Drive standardization of support processes across regions.
  • Lead support activities across the full product lifecycle.
  • Monitor customer feedback to identify systemic issues and opportunities.
  • Lead root cause analysis and corrective action processes.
  • Foster a culture of accountability and technical excellence.

Benefits

  • Flexible work location models with hybrid options.
  • Comprehensive benefits package that invests in employees' life phases.
Full Job Description
The impact you'll make

Oversees the technical support of company customers by field engineers, technicians, and support specialists, who are diagnosing, troubleshooting, and repairing one or more of the following: complex electro/mechanical equipment, sophisticated computer systems, software systems/applications, or networking and wireless networking systems. Supervises engineers that respond to situations where standard procedures have failed to isolate or fix problems in non-functioning equipment systems or software. Establishes and maintains lines of communication with design engineering and software development on design, reliability and maintenance issues. Ensures that engineers are current with the latest upgrades and/or new releases. May be involved in customer installation and training programs. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

What you'll do

  • Define and execute global product support strategies aligned with business goals and product roadmaps
  • Ensure readiness for product launches, including service capability, documentation, and training
  • Drive standardization of support processes across regions to ensure consistent customer experience
  • Lead support activities across the full product lifecycle: installation, ramp, high-volume manufacturing, upgrades, and end-of-life management
  • Ensure procedures, best-known methods (BKMs), and documentation meet product performance and serviceability requirements
  • Partner with product engineering to influence design improvements based on field feedback
  • Own and drive resolution of complex, cross-functional technical issues impacting product performance, yield, or reliability
  • Establish structured escalation processes and ensure timely closure of high-impact issues
  • Lead root cause analysis and corrective action (RCCA) processes across global teams
  • Partner with field service teams to improve installation quality, uptime, and service efficiency
  • Monitor customer feedback and field performance data to identify systemic issues and improvement opportunities
  • Work closely with product engineering, manufacturing, supply chain, and quality teams to drive product improvements
  • Support new product introduction (NPI) by ensuring support readiness and smooth transition from development to production
  • Align with supply chain and factory teams to resolve product-related shortages, defects, and performance gaps
  • Define and track KPIs such as tool uptime, MTBF, field failure rates, response time, and customer satisfaction
  • Drive continuous improvement initiatives focused on reliability, serviceability, and cost reduction
  • Implement structured methodologies (e.g., Lean, Six Sigma, DFx) to improve product and support processes
  • Standardize troubleshooting methodologies and knowledge management systems across regions
  • Lead and develop a global team of product support engineers and specialists
  • Establish clear roles, responsibilities, and performance expectations
  • Foster a culture of accountability, customer focus, and technical excellence

This role requires international travel of approximately 10% - 15%, depending on business needs and project demands.

Who we're looking for

  • Bachelor's degree or equivalent with 6-8 years of management experience. An advanced degree preferred.
  • 10-15 years of experience in product support, engineering, or field service in a high-tech manufacturing environment
  • 5+ years of leadership experience managing global or cross-regional teams
  • Strong technical expertise in product lifecycle support, troubleshooting, and root cause analysis
  • Experience working across product development, manufacturing, and field operations
  • Excellent problem-solving, communication, and stakeholder management skills


Preferred qualifications

  • Experience in semiconductor equipment, capital equipment, or advanced manufacturing environments
  • Experience managing global customer escalations and high-impact field issues
  • Strong understanding of product development and release processes (PDR) and NPI transitions
  • Experience with reliability engineering and serviceability design principles
  • Familiarity with data analytics tools and systems for performance monitoring


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.

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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