Global Product Support Engineering Manager

In the Global Products Group, we are dedicated to excellence in the design and engineering of Lam’s etch and deposition products. We drive innovation to ensure our cutting-edge solutions are helping to solve the biggest challenges in the semiconductor industry.

As a Global Product Support Engineering Manager in Platform/Mechatronics, you will oversee technical support for field engineers, technicians, and product support personnel for wafer handling systems and robotics. Collaborating closely with customers and internal teams, you will provide real-time problem-solving to customer challenges and to enhance our products. Your expertise is crucial in diagnosing, troubleshooting, repairing, and debugging complex semiconductor equipment.

You will supervise and coordinate engineering teams to meet aggressive development deliverables and take swift action in resolving issues to ensure satisfaction of Lam’s valued customers.

Define and execute global product support strategies aligned with business goals and product roadmaps

• Ensure readiness for product launches, including service capability, documentation, and training
• Lead support activities across the full product lifecycle: installation, ramp, high-volume manufacturing, upgrades, and end-of-life management
• Ensure procedures, best-known methods (BKMs), and documentation meet product performance and serviceability requirements
• Partner with product groups to influence design improvements based on field feedback
• Own and drive resolution of complex, cross-functional technical issues impacting product performance, yield, or reliability
• Establish structured escalation processes and ensure timely closure of high-impact issues
• Lead root cause analysis and corrective action (RCCA) processes across global teams
• Act as the global escalation point for customer issues, ensuring clear communication and rapid response
• Partner with product support and field service teams to improve installation quality, uptime, and service efficiency

• Monitor customer feedback and field performance data to identify systemic issues and improvement opportunities
• Work closely with product engineering, manufacturing, supply chain, and quality teams to drive product improvements
• Support new product introduction (NPI) by ensuring field readiness and smooth transition from development to production
• Analyze global product performance data to identify trends and drive proactive improvements
• Provide regular updates and insights to senior leadership
• Track and report KPIs
• Execute standardized troubleshooting methodologies and knowledge management systems across regions
• Lead and develop a global team of product support engineers and specialists
• Establish clear roles, responsibilities, and performance expectations
• Foster a culture of accountability, customer focus, and technical excellence

A bachelor's degree or equivalent is required, with a minimum of 4-6 years of supervisory experience.

• 3+ years of experience in semiconductor equipment support including robotics and wafer handling systems
• 4+ years in a people management capacity
• Strong troubleshooting and problem-solving skills, including 8D, FMEA, and 5 Whys
• Excellent communication and interpersonal skills
• Excellent written and verbal communication skills
• Fluent in English
• Strong presentation skills
• Strong teamwork skills
• Ability to establish successful relationships in a multicultural environment with external and internal customers
• Ability to work in a matrix environment
• Willing to travel both domestically and internationally as required, up to 25%
• This is an onsite flex role

We believe it is important for every person to feel valued,…