Product Support Engineer 4

About the group

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.

Impact

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 satisfaction of Lam's valued customers.

Responsibilities

• Provide support to customer/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.
• 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.
• Formulate root cause hypothesis, analysis, and action plans with detailed 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 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.
• Able to work in a 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.
• Be available for constant communication with the field through either meetings, instant messenger, text, email, etc.
• Able to travel both domestic and international based on business need.

Requirements

• PhD with 3+ years of relevant work experience or; MS or Engineering degree with 6+ years of work experience; or BS with 8+ years of work experience.

Preferred Qualifications

• 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 customers at a technical level and influence customer decisions to follow action plans.

Work Location

Lam offers a variety of work location models based on the needs of each role. Our hybrid roles combine the benefits of on-site collaboration with colleagues and the flexibility to work remotely and fall into two categories:

• On-site Flex: Work 3+ days per week on-site at a Lam or customer/supplier location, with the opportunity to work remotely for the balance of the week.
• Virtual Flex: Work 1-2 days per week on-site at a Lam or customer/supplier location, and remotely the rest of the time.

Benefits

At Lam, our people make amazing things possible. That’s why we invest in you throughout the phases of your life with a comprehensive set of outstanding benefits.