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.
- 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.
- MS Office suite.
- 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 required, and sit or stand for prolonged periods of time in a demanding environment with changing workloads.
- Works flexible shifts and on-call including nights, weekends, and holidays.
- Available for constant communication with the field through meetings, instant messaging, text, email, etc.
- Able to travel both domestically and internationally based on business needs (40%).
- This role follows a flexible onsite work arrangement.
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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Our Perks and Benefits
At Lam, our people make amazing things possible. That’s why we invest in you throughout the phases of your life with a comprehensive set of outstanding benefits.
Skills Required
- At least 5 years of related experience with a bachelor's degree
- At least 3 years of related experience with a master's degree
- PhD, with no experience required
- Equivalent work experience
- Ability to read and interpret electrical and mechanical schematics, diagrams, and operating manuals
- Proficiency with Microsoft Office Suite
- Ability to formulate root-cause hypotheses, analysis, action plans, problem statements, data analysis, and success criteria
- Experience providing remote and on-site escalation support and managing escalations
- Ability to troubleshoot technical problems and coordinate multiple technical tasks
- Ability to work directly with customers and meet their needs and expectations
- Ability to work cooperatively with coworkers and customers while following worksite safety rules
- Ability to work in a restricted clean-room environment with required personal protective equipment
- Ability to sit or stand for prolonged periods in a demanding environment
- Ability to work flexible shifts and on-call nights, weekends, and holidays
- Availability for constant communication with field teams
- Ability to travel domestically and internationally up to 40%
Lam Research Corporation Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Lam Research Corporation and has not been reviewed or approved by Lam Research Corporation.
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Parental & Family Support — Parental leave is described as 16 weeks fully paid for all new parents, with birth mothers averaging about 26 weeks total; adoption assistance and subsidized backup childcare are also included. These programs are consistently highlighted as standout elements of the package.
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Healthcare Strength — Medical options span PPO, CDHP, and HMO choices with company HSA funding, alongside dental and vision coverage. Coverage quality and breadth are emphasized, supported by wellbeing resources such as an EAP.
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Equity Value & Accessibility — An ESPP with a discount and look-back/reset features is highlighted, and many technical roles include RSUs and bonuses that lift total compensation. These equity mechanisms are frequently cited as meaningful components of total rewards.
Lam Research Corporation Insights
What We Do
Lam Research Corp. (NASDAQ:LRCX) is a global supplier of innovative wafer fabrication equipment and services to the semiconductor industry. The world's leading companies trust us as their valued partner because we bring together technology leadership, a strong values-based culture, and an unwavering commitment to prove our customers’ next big breakthrough. Our impact on the world can be seen all around us, as nearly every advanced chip today is built with our technology. Through collaboration, precision, and our commitment to delivery, we are transforming atomic-scale engineering and driving semiconductor breakthroughs that define the next generation. Lam Research Social Media Guidelines: By using or accessing this page, you agree to comply with LinkedIn’s Terms and Conditions. While we welcome participation and engagement, it is important to note that postings and/or comments by followers to Lam’s LinkedIn page do not necessarily reflect the opinions of Lam, nor does Lam confirm their accuracy. We expect that participants post content and commentary that is both relevant and respectful to this community as a whole. Lam reserves the right to remove any posts and/or comments that do not adhere to our guidelines and to block anyone who violates them repeatedly. Specifically, we do not tolerate these kinds of posts: • Abusive, harassing, stalking, threatening or attacking others • Defamatory, offensive, obscene, vulgar or depicting violence • Hateful in language targeting race/ethnicity, religion, gender, nationality or political beliefs • Fraudulent, deceptive, misleading or unlawful • Violations of any intellectual property rights • Spamming in nature • Commercial solicitation or solicitation of donations • Link baiting (embedding a link in your post to draw traffic to your own site) View Lam’s Online Privacy Notice Summary : https://www.lamresearch.com/privacy/
