Product Support Engineer 3

Lam Research • Hillsboro, OR

6d

About The Position

The group you’ll be a part of
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.
The impact you’ll make
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.
What you’ll do
Technical
• Act as a subject matter expert for complex technical issues, providing guidance and recommended solutions for escalations.
• Support field engineers, technicians, and product teams in diagnosing, troubleshooting, repairing, and debugging electro/mechanical equipment, software, computer systems, and networked/wireless systems.
• Respond to escalations, determine solutions for equipment or software malfunctions, and communicate design, reliability, or maintenance concerns to engineering.
• Partner with account teams to present problem statements, root cause analysis, and gain customer alignment on solutions.
• Identify performance improvement opportunities through hands-on work and data evaluation.
• Drive corrective actions at customer sites to resolve escalations and prevent recurrence.
• Serve as liaison among customers, product groups, and field service; collaborate with senior engineers across teams.
• Participate in reviewing procedures, processes, and tool designs that affect development activities.
• Manage projects, provide management reporting, and lead customer escalation meetings.
• Support machine availability initiatives and use Equipment Intelligence tools to develop diagnostic matrices for issue prevention.
Customer Relations
• Deliver technical support for highly sophisticated products.
• Build customer confidence through credible recommendations and strong understanding of customer needs to support sales, service, and revenue goals.
Leadership
• Contribute to Lam’s global technical community through knowledge sharing and continuous learning efforts.
• Mentor field and account engineers; design and deliver training sessions as needed.

Requirements

• 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.

Responsibilities

• Act as a subject matter expert for complex technical issues, providing guidance and recommended solutions for escalations.
• Support field engineers, technicians, and product teams in diagnosing, troubleshooting, repairing, and debugging electro/mechanical equipment, software, computer systems, and networked/wireless systems.
• Respond to escalations, determine solutions for equipment or software malfunctions, and communicate design, reliability, or maintenance concerns to engineering.
• Partner with account teams to present problem statements, root cause analysis, and gain customer alignment on solutions.
• Identify performance improvement opportunities through hands-on work and data evaluation.
• Drive corrective actions at customer sites to resolve escalations and prevent recurrence.
• Serve as liaison among customers, product groups, and field service; collaborate with senior engineers across teams.
• Participate in reviewing procedures, processes, and tool designs that affect development activities.
• Manage projects, provide management reporting, and lead customer escalation meetings.
• Support machine availability initiatives and use Equipment Intelligence tools to develop diagnostic matrices for issue prevention.
• Deliver technical support for highly sophisticated products.
• Build customer confidence through credible recommendations and strong understanding of customer needs to support sales, service, and revenue goals.
• Contribute to Lam’s global technical community through knowledge sharing and continuous learning efforts.
• Mentor field and account engineers; design and deliver training sessions as needed.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level