Mgr, Product Support

Mgr, Product Support

Lam Research

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.

Oversees the technical support of company customers by field engineers, technicians, and support specialists, who are diagnosing, troubleshooting, and repairing complex electro‑mechanical equipment, sophisticated computer systems, software systems/application, or networking and wireless networking systems. Supervises engineers responding to situations where standard procedures have failed to isolate or fix problems in non‑functioning equipment systems or software. Establishes and maintains lines of communication with design engineering and software development on design, reliability, and maintenance issues.

Ensures that engineers are current with the latest upgrades and/or new releases. May be involved in customer installation and training programs. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Responsible for all aspects of regional product support for ALD/CVD products North America.

Job requires 15% domestic travel and potential international travel based on business needs.

• Establishing organization specific KPIs & goals
• Productivity metrics
• Knowledge transfer within region and region‑to‑region and to/from the factory
• Product introduction strategy
• Training & certification needs / reporting and maintaining a group accountability system
• Manages communication of group priority (PPL), accomplishments and help needed to ROE, AT, IB Manager and PG as appropriate
• Develops an internal accountability system to ensure the team is meeting KPIs and Goals
• Solicits 360 Feedback for engineers on team
• Insures T1 & T2 escalations are reviewed within the organization & with the PG
• Coordinating RPS embedded training activities to support JDP, Beta systems and critical upgrades
• Maintaining a sustainable balance of travel and group location
• Attending T3 escalation and product review meetings to represent field perspective on product performance as well as driving PG accountability

• Excellent interpersonal skills with the ability to motivate and manage by influence and drive results with all levels of the organization
• Ability to run an effective meeting with focus on identifying problems and driving results
• Exceptional root cause and corrective/preventive action development skills
• Strong problem solving and decision making skills and demonstrated expertise in a formal problem solving methodology
• Strong project management skills
• Strong Presentation Skills – demonstrates presentation skills, influence and effectiveness on complex content, in front of peers, senior management and customers. Agility to respond to questions and respond well under pressure
• Current or previous Lam Research product support experience preferred

• Bachelor's degree or equivalent with 4-6 years of supervisory experience

• Seniority level:
  Not Applicable
• Employment type:
  
  Full‑time
• Job function:
  Other
• Industries:
  Semiconductor Manufacturing

Portland, OR. Salary range: $90,900.00–$.

We believe it is important for every person to feel valued, included, and empowered to achieve their full potential. By bringing unique individuals and viewpoints together, we achieve extraordinary results. Lam Research 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…