Product Support Engineer 5

Lam Research•Boise, ID

13h•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. 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 the satisfaction of Lam's valued customers.

Requirements

Minimum of 12 years of related experience with a Bachelor’s degree; or 8 years and a Master’s degree; or a PhD with 5 years experience; or equivalent experience.
Understand and work from electrical and mechanical schematics, diagrams, and interpret operating manuals.
Use computer applications, including data analysis tools, word processing, spreadsheet software, and presentation software.
Formulate root cause hypotheses, analysis, and action plans with detailed problem statements, data analysis, and success criteria.
Able to work in a cleanroom 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.
Able to travel both domestically and internationally based on business needs.

Nice To Haves

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

Responsibilities

Provide support to customers and users where the product is highly technical or sophisticated in nature.
Develop customer confidence through credible recommendations and an understanding of the customer’s perspective to support sales, service, and revenue.
Participate in Lam’s worldwide technical community and actively share knowledge, and take a leadership position to enhance worldwide learning and its application.
Act as a technical mentor for field and account engineers and may design or conduct training sessions.
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 a high degree of accuracy.
Establish and maintain cooperative working relationships with co-workers and customers, and adhere to customer rules and policies regarding worksite behavior and safety with minimal supervision.
Be available for constant communication with the field through meetings, instant messenger, text, email, etc.