Product Support Engineer 3

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.

As a Regional Product Support Engineer at Lam, you’re a key provider of technical support for field engineers, technicians, and customers in the region (Boise, Idaho). Your expertise is crucial in diagnosing, troubleshooting, repairing, and debugging complex electro-mechanical equipment, computer systems, software, or networked and wireless systems. Your ability to respond quickly to customer stuations is critical in resolving issues and ensuring satisfaction of Lam's customers.

• Communicates as a subject matter expert on high level technical issues and escalations while providing guidance and recommending solutions.
• Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
• Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software and escalates or identifies solutions.
• Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training.
• Partners with the account team to present to customers the problem statement, identified root causes and gain buy-in on proposed solutions.
• Identifies and communicates opportunities for installed base performance improvements within a customer site/account through hands-on and/or installed-base performance data collection/analysis.
• Drives required actions at the customer site to resolve escalations and prevent repeat problems.
• Liaises between Customers, Product Groups, Field Sales, Business Development and other organizations to ensure closure of product issues. May work closely with Account GM(s), CSOMs and other senior-level engineers in Field, CSBG and GPG.
• Participates in the review of procedures, processes and tool design impacting development activity.
• Manages projects and provides reports to management to deliver the desired result. Conducts customer escalation meetings.

• Provides support to customer/users where the product is highly technical or sophisticated in nature.
• Develops customer confidence through credible recommendations and an understanding of the customer’s perspective to support sales, service, and revenue.

• Participates in Lam’s worldwide technical community and actively shares knowledge and takes a leadership position to enhance worldwide learning and its application.
• Acts as technical mentor for field and account engineers and may design or conduct training sessions.

• 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.
• 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…