Global Product Support Engineer 4
About The Position
In the Global Products Group, we are dedicated to excellence in the design and engineering of Lam’s etch and deposition products. We drive innovation to ensure our cutting-edge solutions are helping to solve the biggest challenges in the semiconductor industry. 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.
Requirements
- BS or AS degree in Electrical Engineering, Mechanical Engineering, or related field (Bachelor's degree preferred).
- Typically 8+ years of applicable semiconductor equipment experience.
- Significant customer support and field service experience.
- Prior semiconductor capital equipment industry experience is advantageous.
- Advanced product and subsystem expertise.
- Ability to independently lead complex technical investigations and escalations.
- Own and drive T3 escalations, root-cause analysis, and corrective actions.
- Develop test plans to reproduce customer issues and validate solutions.
- Lead CIP, EPL, SAF, Beta, and FOAK support activities.
Responsibilities
- 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 RPS.
- Provide support by phone and travel if needed.
- 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.
- 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.
- Acts as a technical leader and mentor to junior engineers.
- Leads technical discussions with Product Group, Engineering, Account Teams, and customers.
- Influences product improvements and CIP prioritization.
- Leads customer-specific task forces and complex problem-resolution teams.
- Supports first-in-fab and first-in-region installations.
- Participates in JDP/Beta programs.
- Collects and analyzes field data to improve product readiness.
- Delivers OJT and embedded field training.
- Authors and releases: Technical Memos (TMs), Service Advisories (SAs), Procedures, CIP documentation.
- Drives knowledge transfer and field readiness activities.
- Presents findings in global knowledge-sharing forums.
- Influence roadmap and engineering priorities through field data and customer feedback.
- Become "the face of Lam" for major technical engagements.
- Drive customer productivity and installed-base reliability improvements.
- Manage critical escalations with minimal supervision.
Benefits
- Comprehensive set of outstanding benefits
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What This Job Offers
Job Type
Full-time
Career Level
Senior
