Regional Product Support Engineer 4

2 weeks ago

Shenzhen, Guangdong, China Lam Research Full time

The Group You'll Be A Part Of

The Customer Support Business Group focuses on enabling our customers with premier customer support throughout their lifecycle with Lam. We drive performance, productivity, safety, and quality of customers installed base performance and deliver service and lifecycle solutions for their most critical equipment and processes.

The Impact You'll Make

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, productivity engineers, and product support personnel who are diagnosing, troubleshooting, repairing equipment. Responds to situations where first-line product and escalates or finds solutions in malfunctioning equipment. Support productivity improvement, customer technical training, upgrade and new product installation. Partners with the account team to present to customers the problem statement, identified root causes and getting 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 based 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 works 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. Conduct customer escalation meetings.

What You'll Do

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

Ph.D. with 2+ years of relevant work experience or; MS or Engineering degree with 4+ years of work experience; or BS with 6+ years of Etch hardware or process work experience Understand and work from electrical and mechanical schematics, diagrams and interpret operation manuals Use computer applications, including data analysis tools, word processing, spreadsheet, and presentation software. Formulate root cause hypothesis, analysis and action plans with detail problem statements, data analysis and success criteria. Provide quality remote and on-site escalation support and escalation management. Troubleshoot technical problems and coordinate multiple technical tasks. Work directly with customers to meet their needs and expectations with attention to detail and high degree of accuracy Establish and maintain cooperative working relationships with co-workers and customer and adhere to customer rules and policies regarding worksite behavior and safety with minimal supervision Able to work in constrictive 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. Work flexible shifts and on-call including nights, weekends, and holidays. Be available for constant communication with the field through either meeting, instant messenger, text, email, etc. Able to travel both domestic and international based on business need.

Preferred Qualifications

Familiar with the SW structure and the ability to troubleshoot from the Control Works level Acquainted with Analog-to-Digital I/O devices IOC, SIOC, EIOC, and how they interact with the Tool Platform SW Package Knowledge of the directory structure, and the ability to troubleshoot the structure Communicate with customer at a technical level and influence customer decision to follow action plans

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.

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