Product Support Engineer 3

Lam Research•Austin, TX

10d•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, robots, 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 a PhD without experience; or equivalent work experience.
Understand and work from electrical and mechanical schematics, diagrams and interpret operation manuals.
Use computer applications, including data analysis tools, word processing, spreadsheet, and presentation software.
Be available for constant communication with the field through either meeting, instant messenger, text, email, etc.
Able to travel both domestic and international based on business need.
Must have Etch tool experience such as 2300e, Sense.i.
Must have the ability to travel up to 30% both domestic and international.

Nice To Haves

Familiar with the SW structure and the ability to troubleshoot from the Control Works level.
Acquainted with Analog-to-Digital I/O devices IOC, SIOC, EIOC, and how they interact with the Tool Platform SW Package.
Knowledge of the directory structure, and the ability to troubleshoot the structure.
Communicate with customer at a technical level and influence customer decision to follow action plans.
Robotics/mechatronics experience.
Individual and team contributor.

Responsibilities

Provide support to account teams and customers where the product is highly technical or sophisticated in nature.
Formulate root cause hypothesis, analysis and action plans with detail problem statements, data analysis and success criteria.
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 high degree of accuracy.
Establish and maintain cooperative working relationships with co-workers and customer and adhere to customer rules and policies regarding worksite behavior and safety with minimal supervision.
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.
Work flexible shifts and on-call including nights, weekends, and holidays.
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 shares knowledge and take a leadership position to enhance worldwide learning and its application.
Act as technical mentor for field and account engineers and may design or conduct training sessions.
Be the liaison between the account team and GPS for equipment support issues.