About the role
AI summarisedSenior Product Support Engineer at a semiconductor equipment company, providing technical expertise for PECVD/ALD products, resolving escalations, and mentoring local engineers.
EquipmentFull-timeTechnical Support
Key Responsibilities
- A technical expert on Lam's products – provide technical expertise to resolve all PECVD/ALD Type 1/2 escalations on Lam's restricted released products and is a Subject Matter Expert in Lam's specialist disciplines
- Partner the account team to present to customers the problem statement, identified root causes (complete with data analysis) and getting buy-in on proposed solutions
- Represent customers' and account team's technical requirements to factory & drive required actions to resolve escalations & prevent occurence
- Partner Product Group Product Support team during PDR Alpha and Beta phase
- Effectively utilize Lam's Knowledge Management to resolve escalations and actively share knowledge with Lam's worldwide technical community
- A mentor to local account engineers; lead escalation and partner PM/BD/Sales based on business need
- Professionally represent the company to the customer and utilize knowledge of company's product lines and FKMs to keep existing / potential customers informed when new/additional needs are identified
- Develop good customer relations during escalations, modification and evaluation
- Accommodate compressed product development cycle trend, Product Support is required to well utilize the EI tools/SSHC shortening escalation cycle and be agile on advanced troubleshooting not tied to in depth knowledge of the newest product generation
Requirements
- Professionally represent the company to the customer and utilize knowledge of company’s product lines and FKMs to keep existing / potential customers informed when new/additional needs are identified
- 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.
- Possesses strong inter-personal, negotiation and communications skills
- Excellent customer management skills and possess experience in dealing with difficult work partners
- Possesses strong analytical and problem solving skills
- Preferred qualifications
- Lam Research ("Lam" or the "Company") is an equal opportunity employer. Lam is committed to and reaffirms support of equal opportunity in employment and non-discrimination in employment policies, practices and procedures on the basis of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth and related medical conditions), gender, gender identity, gender expression, age, sexual orientation, or military and veteran status or any other category protected by applicable federal, state, or local laws. It is the Company's intention to comply with all applicable laws and regulations. Company policy prohibits unlawful discrimination against applicants or employees.