Product Support Engineer 3

Lam Research • Phoenix, AZ

3d

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. As a Regional Product Support Engineer at Lam, you’re the backbone of technical support for field engineers, technicians, and product support personnel in the region. Your expertise is crucial in diagnosing, troubleshooting, repairing, and debugging complex electro-mechanical equipment, computer systems, software, or networked and wireless systems. Your swift action in responding to situations is critical in resolving issues and ensuring satisfaction of Lam's valued customers.

Requirements

• Minimum of 5 years of related experience with a Bachelor’s degree; or 3 years and a Master’s degree; or equivalent work experience.
• Effective communication in inter-departmental and cross cultural team
• 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
• Able to travel both domestic and international based on business need

Nice To Haves

• Experience with Lam Spin Clean Systems (EOS, DV-P) preferred

Responsibilities

• Serve as a subject matter expert on complex technical issues and escalations, providing guidance and solution recommendations.
• Support field engineers, technicians, and product support teams in diagnosing, troubleshooting, repairing, and debugging complex electro‑mechanical equipment, software, and networked systems.
• Respond to escalations, identify solutions for equipment or software malfunctions, and relay design, reliability, or maintenance issues to engineering.
• Partner with account teams to present problem statements, root cause analyses, and secure customer alignment on solutions.
• Identify performance improvement opportunities through hands-on work and data analysis.
• Drive corrective actions at customer sites to resolve and prevent recurring escalations.
• Act as liaison among customers, product groups, and field service; collaborate with senior engineers across multiple teams.
• Participate in reviewing procedures, processes, and tool designs affecting development activities.
• Manage projects, prepare management reports, and lead customer escalation meetings.
• Support machine availability initiatives and use Equipment Intelligence tools to develop diagnostic matrices for issue prevention.
• Provide advanced technical support for highly sophisticated products.
• Build customer confidence through credible recommendations and strong understanding of customer needs to support sales, service, and revenue.
• Contribute to Lam’s global technical community by sharing knowledge and improving organizational learning.
• Serve as a technical mentor for field and account engineers; design and deliver training as needed.

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: Mid Level