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About the Role

As a Regional Product Support Engineer at Lam, you are the backbone of technical support for field engineers, technicians, and customers in the region (Oregon location). 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

Communicate as a subject matter expert on high level technical issues and escalations, providing guidance and recommending solutions.
Provide technical support to field engineers, technicians, and product support personnel diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
Respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software and escalate or identify solutions.
Report design, reliability, and maintenance problems or bugs to design engineering/software engineering.
Partner with the account team to present problem statements, identified root causes, and gain buy-in on proposed solutions to customers.
Identify and communicate opportunities for installed base performance improvements within a customer site/account through hands-on and/or installed-base performance data collection/analysis.
Drive required actions at the customer site to resolve escalations and prevent repeat problems.
Liaise between Customers, Product Groups, Field Sales, Business Development, and other organizations to ensure closure of product issues.
Participate in the review of procedures, processes, and tool design impacting development activity.
Manage projects and provide reports to management to deliver desired results.
Conduct customer escalation meetings.
Provide support to customers/users where the product is highly technical or sophisticated.
Develop customer confidence through credible recommendations and understanding of the customer’s perspective to support sales, service, and revenue.
Participate in Lam’s worldwide technical community, actively sharing knowledge and taking 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.

Requirements

Understands and works from electrical and mechanical schematics and diagrams and interprets operating manuals.
Uses computer applications, including data analysis tools, word processing, spreadsheets, and presentation software.
Formulates root cause hypotheses, analysis, and action plans with detailed problem statements, data analysis, and success criteria.
Provides quality remote and on-site escalation support and escalation management.
Troubleshoots technical problems and coordinates multiple technical tasks.
Works directly with customers to meet their needs and expectations with attention to detail and a high degree of accuracy.
Establishes and maintains cooperative working relationships with co-workers and customers and adheres to customer rules and policies regarding worksite behavior and safety with minimal supervision.
Able to work in a restricted 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.
Works flexible shifts and on-call including nights, weekends, and holidays.
Available for constant communication with the field through meetings, instant messaging, text, email, etc.
Able to travel both domestically and internationally based on business needs (40%).

Skills

Technical Support
Electro-mechanical Equipment Troubleshooting
Computer Systems Troubleshooting
Software Troubleshooting
Networked Systems Troubleshooting
Wireless Systems Troubleshooting
Data Analysis
Project Management
Customer Relations
Leadership
Mentoring
Training
Clean Room Environment Operation
Flexible Shift Work
On-Call Availability
Domestic Travel
International Travel

Location

Oregon

Work Type

Flexible Onsite Work Arrangement
On-site Flex
Virtual Flex

Experience Level

Minimum of 5 years of related experience with a Bachelor’s degree
3 years of related experience with a Master’s degree
PhD without experience

Education Level

Bachelor's degree
Master's degree
PhD

Benefits

Comprehensive set of outstanding benefits

About the Company

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.
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 and Virtual Flex.
‘On-site Flex’ you’ll 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’ you’ll work 1-2 days per week on-site at a Lam or customer/supplier location, and remotely the rest of the time.

Equal Opportunity

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.