Product Support Engineer 3

At Lam, you'll be part of a growing Product Support Engineering team working with the Product group, Engineering groups, and Field Engineering teams, supporting a wide range of robotics products and platform types for our global end-user customers. 

As a Regional Product Support Engineer at Lam, you’re the backbone of technical support for field engineers, technicians, and customers in the region (Austin,Texas). Your expertise is crucial in diagnosing, troubleshooting, repairing, and debugging complex electro-mechanical equipment, and software. Your swift action in responding to situations is critical in resolving issues and ensuring satisfaction of Lam's valued customers.

Technical

• 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.
• 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.

Customer Relation

• 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.

 Leadership

• 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.

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 ("Lam" or the "Company") 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 any other category protected by applicable federal, state, or local laws. It is the Company's intention to comply with all applicable laws and regulations. Company policy prohibits unlawful discrimination against applicants or employees.

Lam offers a variety of work location models based on the needs of each role. Our hybrid roles combine the benefits of on-site collaboration with colleagues and the flexibility to work remotely and fall into two categories – On-site Flex and Virtual Flex. ‘On-site Flex’ you’ll work 3+ days per week on-site at a Lam or customer/supplier location, with the opportunity to work remotely for the balance of the week. ‘Virtual Flex’ you’ll work 1-2 days per week on-site at a Lam or customer/supplier location, and remotely the rest of the time.

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