Sr. Mgr, Field Service
About The Position
The Customer Support Business Group at Lam Research focuses on providing premier customer support throughout the customer lifecycle. This involves driving performance, productivity, safety, and quality of customers' installed base performance, and delivering service and lifecycle solutions for critical equipment and processes. The Sr. Manager, Field Service directs the coordination of technical and administrative support activities, including installation, repair, preventive maintenance, and engineering change upgrades at client sites. This role ensures proper record-keeping and system maintenance, schedules personnel for critical situations, and liaises with design management and specialists to resolve technical problems. The manager is also responsible for selecting, developing, and evaluating personnel to ensure efficient operation of the function.
Requirements
- Bachelor’s degree or equivalent with 6-8 years of management experience.
Nice To Haves
- An advanced degree
Responsibilities
- Directs the coordination of technical and administrative support activities including installation, repair, preventive maintenance and engineering change upgrades to be performed at client sites.
- Ensures adequate records and systems are maintained.
- Schedules personnel responding to critical situations.
- Maintains communication with design management and specialists in resolving technical problems and/or bringing problems to the design department’s attention.
- Selects, develops and evaluates personnel to ensure the efficient operation of the function.
- Serve as senior representation of the CFW (Central Flexible Workforce) Team for the specific Tier 1 Account Team, representing Lam with customers, and internal AT leadership.
- Support AT with executing Ops strategy aligned with AT goals.
- Drive a culture of accountability, operational excellence, and continuous improvement.
- Responsible for ramp readiness and resource escalation management for the site/AT.
- Ensuring right number of resources with the right training are available to meet AT and customer needs.
- Own site-level performance metrics including safety, cost, and quality for the CFW team working at the site.
- Ensure stable, scalable service operations.
- Primary liaison in streamlining AT/site ramp operations with NA Regional Business Operations and Planning.
- Work closely with NA Regional Business Ops in demand forecasting and HC planning for the site/AT.
- Be fully up-to-date on business for the specific Account Team and act as primary advisor providing insights to Regional Ops management.
- Build, develop, and retain high-performing Service teams.
- Ensure effective succession planning and talent development.
- Foster a strong safety mindset, inclusive culture, and employee engagement.
- Ensure compliance with all safety, environmental, regulatory, and quality standards.
- Champion EHS excellence and zero-incident culture.
- Partner with quality teams to ensure robust systems and customer satisfaction.
- Act as primary executive interface for key escalations related to CFW activity at the site.
- Support audits, customer visits, and executive reviews.
- Align site priorities with customer commitments and business needs.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Number of Employees
5,001-10,000 employees
