Global Product Support Engineering Manager

Lam Research•Tualatin, OR

3d•$125,000 - $270,000•Hybrid

About The Position

As a Global Product Support Engineering Manager in Platform/Mechatronics, you will oversee technical support for field engineers, technicians, and product support personnel working with wafer handling systems and robotics. You will collaborate with customers and internal teams to solve customer challenges in real time and improve products. The role requires diagnosing, troubleshooting, repairing, and debugging complex semiconductor equipment, while supervising and coordinating engineering teams to meet development deliverables and resolve issues that affect customer satisfaction. You will define global product support strategies and lead support across the full product lifecycle, from installation and ramp through high-volume manufacturing, upgrades, and end-of-life management. You will guide launch readiness, field support processes, technical issue resolution, root cause analysis, product improvement, and team development. This is an onsite flex role: the description defines On-site Flex as working at least three days per week onsite at a Lam or customer/supplier location, with the opportunity to work remotely for the balance of the week. Domestic and international travel may be required, up to 25%.

Requirements

Bachelor's degree or equivalent.
Minimum of 4–6 years of supervisory experience.
At least 3 years of experience in semiconductor equipment support, including robotics and wafer handling systems.
At least 4 years in a people management capacity.
Strong troubleshooting and problem-solving skills, including 8D, FMEA, and 5 Whys.
Excellent communication and interpersonal skills.
Excellent written and verbal communication skills.
Fluent in English.
Strong presentation skills.
Strong teamwork skills.
Ability to establish successful relationships in a multicultural environment with external and internal customers.
Ability to work in a matrix environment.
Willingness to travel domestically and internationally as required, up to 25%.

Responsibilities

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.
Lead support activities across the product lifecycle, including 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 groups to influence design improvements based on field feedback.
Own and drive resolution of complex, cross-functional technical issues that affect 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.
Act as the global escalation point for customer issues, ensuring clear communication and rapid response.
Partner with product support and 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 with product engineering, manufacturing, supply chain, and quality teams to drive product improvements.
Support new product introduction (NPI) by ensuring field readiness and a smooth transition from development to production.
Analyze global product performance data to identify trends and drive proactive improvements.
Provide regular updates and insights to senior leadership.
Track and report KPIs.
Execute standardized 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.