The impact you'll make
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.
Mandatory Skilla
Mandatory skills
- Strong analytical, problem solving and troubleshooting skills
- Excellent written/verbal communication skills
- Working knowledge of Computer Architecture and Operating systems
- Prior Experience in Customer Management role
Roles and Responibilities
Role and Responsibilities
- Single point of Contact for Customer requests (Escalations, New requirements, SW Upgrade requests)
- Guide & help local team to resolve issues effectively
- Escalate and coordinate with development, support & quality assurance teams to ensure effective closure of customer requests
- Evaluate and understand customer requests, to effectively communicate priority of the request to the SW engineering organization
- Ensure that the policies and procedures pertaining to escalation and upgrade process are followed
- Collaborate with cross functional teams to ensure fast solutions delivered to the customer
- Mentor and coach team members to successfully handle customer escalations
- Self-learner, to familiarize with the current products, SW architecture and stay on top of the new projects/changes that are implemented.
- Identify documentation needs (Technical/Non-Technical), document and release contents accordingly
- Attend customer meetings, evaluate metrics to Identify potential areas to improve customer experience and satisfaction
- Maintain & monitor customer requests, generate reports and provide weekly updates to management
Eligibility Criteria
ELIGIBILITY CRITERIA
- Bachelor's degree or Master's degree in engineering preferably Computer Sc / Electronics / Information Technology
- Years of Experience 7 to 10 years
Our commitment
We believe it is important for every person to feel valued, included, and empowered to achieve their full potential. By bringing unique individuals and viewpoints together, we achieve extraordinary results.
Lam Research (Lam or the Company) is an equal opportunity employer. Lam is committed to and reaffirms support of equal opportunity in employment and non-discrimination in employment policies, practices and procedures on the basis of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth and related medical conditions), gender, gender identity, gender expression, age, sexual orientation, or military and veteran status or any other category protected by applicable federal, state, or local laws. It is the Company's intention to comply with all applicable laws and regulations. Company policy prohibits unlawful discrimination against applicants or employees.
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. 
