Product Support Engineer

Lam Research•Phoenix, AZ

About The Position

The Regional Product Support Engineer provides technical support to field engineers, technicians, and product support personnel in the region, supporting the new fab in Taylor, Texas. The role diagnoses, troubleshoots, repairs, and debugs complex electro-mechanical equipment, responding promptly to resolve issues and support customer satisfaction. The engineer supports customers with highly technical products, develops customer confidence through credible recommendations, and participates in Lam Research’s worldwide technical community by sharing knowledge and advancing learning. The role also mentors field and account engineers, may design or conduct training, drives actions to resolve customer-site escalations and prevent recurring problems, and provides serviceability and installation assessments for new products.

Requirements

At least 8 years of related experience with a bachelor’s degree, or 6 years with a master’s degree, or 3 years with a Ph.D., or equivalent experience.
Ability to understand and work from electrical and mechanical schematics and diagrams and interpret operation manuals.
Knowledge of Spin Clean products or Wet Clean.
Ability to use computer applications, including data analysis tools, spreadsheets, and presentation software.
Ability to troubleshoot technical problems and coordinate multiple technical tasks.
Ability to work directly with customers with attention to detail and a high degree of accuracy.
Ability to establish and maintain cooperative working relationships with co-workers and customers, and to follow customer worksite behavior and safety rules with minimal supervision.
Ability to work in a constrictive clean room environment while wearing required personal protective safety equipment, and to sit or stand for prolonged periods in a demanding environment with changing workloads.
Ability to work flexible shifts and on-call, including nights, weekends, and holidays.
Availability for constant communication with field personnel through meetings, instant messaging, text, email, or other channels.
Ability to travel domestically and internationally based on business need.

Nice To Haves

Familiarity with Analog-to-Digital I/O devices IOC, SIOC, and EIOC, and how they interact with the Tool Platform SW Package.
Knowledge of directory structure and ability to troubleshoot it.
Ability to communicate with customers at a technical level and influence customer decisions to follow action plans.

Responsibilities

Provide technical support to customers and users of highly technical or sophisticated products.
Develop customer confidence through credible recommendations and an understanding of the customer’s perspective, supporting sales, service, and revenue.
Participate in Lam Research’s worldwide technical community, share knowledge, and help enhance worldwide learning and its application.
Mentor field and account engineers and potentially design or conduct training sessions.
Drive actions at customer sites to resolve escalations and prevent repeat or preventable problems.
Provide serviceability and installation assessments for new products.
Diagnose, troubleshoot, repair, and debug complex electro-mechanical equipment.
Provide remote and on-site escalation support and escalation management.
Formulate root-cause hypotheses, analyses, and action plans using detailed problem statements, data analysis, and success criteria.
Coordinate multiple technical tasks and work directly with customers to meet their needs and expectations.