Mgr, Customer Service

Lam Research • Phoenix, AZ

8d • Hybrid

About The Position

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.
Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers. Manages all facets of customer retention (CRM), including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyzes operational processes, escalation procedures, and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients. Develops customer-specific department procedures. Liaises between customers and sales, field service, order processing, and accounting to resolve production, delivery, and billing inquiries. Helps develop and manage return materials authorization (RMA) processes for ensuring customer returns, exchanges, service, and repairs are completed with speed and accuracy, and all client/customer service delivery issues are resolved. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
Oversee the successful operations related to spares and logistics support in multiple areas to meet and drive to exceed the various goals and obligations of Lam to TSMC in AZ.
Areas of support mainly include overseeing the operations and success in key performance indicators, order management, asset returns, delivery capabilities, spares warehouse-sizing forecasting, temporary spares/material storage management, spares planning/forecasting, inventory accuracy management, new tool ramp management, root-cause and corrective-action development and reviews, Information Technology program point-of-contact, internal and external meeting attendance, possible exec-level presentations as part of a team, as well as collaborating with counterparts in other regions to advance local and global success of the customer.
The position is to manage the site operations, and there will be other departments that will have a “dotted line” responsibility to you and you to them, such as Customer Service order management and Regional Spares Planning. Future direct reports to this position will be evaluated based on need.
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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Requirements

• Bachelor's degree or equivalent with 4-6 years of supervisory experience.

Nice To Haves

• Prior semiconductor experience within management related to the support of a global customer, spares, or logistics-related experience
• Prior collaboration/management with a large customer in Asia, and prior experience managing projects related to corrective actions or continuous improvements.

Responsibilities

• Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers.
• Manages all facets of customer retention (CRM), including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
• Analyzes operational processes, escalation procedures, and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.
• Develops customer-specific department procedures.
• Liaises between customers and sales, field service, order processing, and accounting to resolve production, delivery, and billing inquiries.
• Helps develop and manage return materials authorization (RMA) processes for ensuring customer returns, exchanges, service, and repairs are completed with speed and accuracy, and all client/customer service delivery issues are resolved.
• Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
• Oversee the successful operations related to spares and logistics support in multiple areas to meet and drive to exceed the various goals and obligations of Lam to TSMC in AZ.
• Areas of support mainly include overseeing the operations and success in key performance indicators, order management, asset returns, delivery capabilities, spares warehouse-sizing forecasting, temporary spares/material storage management, spares planning/forecasting, inventory accuracy management, new tool ramp management, root-cause and corrective-action development and reviews, Information Technology program point-of-contact, internal and external meeting attendance, possible exec-level presentations as part of a team, as well as collaborating with counterparts in other regions to advance local and global success of the customer.
• The position is to manage the site operations, and there will be other departments that will have a “dotted line” responsibility to you and you to them, such as Customer Service order management and Regional Spares Planning.
• Future direct reports to this position will be evaluated based on need.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager