Global Product Support Engineer 4

## The group you’ll be a part of

In the Global Products Group, we are dedicated to excellence in the design and engineering of Lam's deposition products. We drive innovation to ensure our cutting-edge solutions are helping to solve the biggest challenges in the semiconductor industry.

## 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.

## What you’ll do

Escalations

Primary 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 Introduction

Primary 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 Travel

Prepares 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)

## 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.

Salary

CA 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 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.