Sr. Mgr, Product Support

Sr. Mgr, Product Support –
Lam Research

The Customer Support Business Group enables customers with premier support throughout their lifecycle. The Sr. Mgr, Product Support oversees technical support of company customers by field engineers, technicians, and support specialists diagnosing, troubleshooting, and repairing complex equipment and systems.

• Lead and mentor Product Support (PS) engineers on technical issues and escalations.
• Motivate and grow PS engineers to maintain a high‑performing team.
• Serve as liaison between Global Product Group (GPG) and onsite PS engineers and customers for technical knowledge and decision‑making.
• Ensure technical problems are resolved, documented, and not repeated.
• Own the beta site, acting as Single Point of Contact (SPOC) for on‑site escalations.
• Lead Task Force Team (TFT) as needed and review lessons learned with CFT to drive gap closure.
• Maintain communication lines with design engineering and software development on design, reliability, and maintenance issues.
• Attend and participate in design reviews to ensure field readiness.
• Keep engineers current with the latest upgrades and releases.
• Prepare and deliver customer installation and training programs.

• Ph.D. with 3+ years of relevant experience
  ** or
  * * MS or Engineering degree with 6+ years of experience
  ** or
  * * BS with 8+ years of experience.
• 6‑8 years of management experience.
• Understanding of electrical and mechanical schematics, diagrams, and operation manuals for PECVD and ALD technology.
• Highly motivated self‑starter with technical education level or extensive experience.
• Knowledge of complex and highly configurable PECVD and ALD products.
• Excellent written and verbal communication skills in English.
• Able to travel domestically and internationally up to 30%.
• Provide remote and on‑site escalation support and management.

• Project management skill for new product: create productivity data collection plan, align with beta owner, and cross‑functional team.
• Strong communication and presentation skills, owning the beta site and influencing customer decision‑making.
• Internal training organizer: hardware, software and process training alignment with product group for non‑released product.

At Lam, we invest in you with comprehensive benefits that support your personal and professional growth.

Lam Research is an equal opportunity employer. Lam is committed to and reaffirms support of equal opportunity in employment and non‑discrimination 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.

Company policy prohibits unlawful discrimination against applicants or employees.