Regional Product Support Engineer
Lam Research
- Shenzhen, Guangdong
- Permanent
- Full-time
- Utilize technical expertise to resolve all Type 1/2 escalations on Lam ALD products and is a Subject Matter Expert in Lam's specialist disciplines.
- Provide leadership in project/escalation management working in a matrix organization with account teams, customers, and product engineering groups to drive model-based problem-solving utilizing Lam's PS&DM process to solve complex equipment issues.
- Represent customers' and account teams' technical requirements to engineering product groups to help drive enhancements through engineering CIPs, productivity improvements, and documentation updates.
- Utilize problem-solving skills and technical abilities to partner with product groups to help upgrade and build (where applicable) alpha and beta systems, and partner with product groups on alpha and beta installs to drive knowledge acquisition for further proliferation to the field as well as to drive improvements in procedural documentation and provide feedback on engineering designs and changes.
- Effectively utilize Lam's Knowledge Management to resolve escalations and actively share knowledge with Lam's worldwide technical community utilizing Escalation Solver, Community of Specialists (CoS), and by hosting local knowledge-sharing classes with local and regional account teams.
- Partner with PM/BD/Sales based on business needs and understand technology roadmaps for our customers with an emphasis on enhancing overall system productivity and efficiency through machine downtime reductions and limiting escalation durations.
- In particular, for Jobs opened in Shenzhen, the candidate must have a residence (or House rental) there and support for ALD 70% and PECVD 30%. (Operates as short-term backfill in the absence of PECVD PS engineer)
- 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.
- 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.
- High level of customer management skills and can leverage those skills against technical knowledge of Lam products to provide best-in-class support for our customers and account teams.
- Possesses strong intra-personal and communication skills.
- Possesses strong troubleshooting skills leveraging Lam's PS&DM process, model-based problem solving, and Lam's knowledge management suite of resources.
- Able to work in fab cleanroom environment on frequent (+3 days per week) basis.
- Able to travel regionally and internationally to support escalations, system startups, new product introductions. Approx 30% travel should be expected.
- Must be able to wear personal protective clothing which comprises of air respirator equipment, clean room garments and safety shoes.
- Familiar with the SW structure and the ability to troubleshoot from the Control Works level
- Acquainted with Analog-to-Digital I/O devices IOC, SIOC, EIOC, and how they interact with the Tool Platform SW Package
- Knowledge of the directory structure, and the ability to troubleshoot the structure
- Communicate with customer at a technical level and influence customer decision to follow action plans