Product Support Engineer 4 at Lam Research in Phoenix, AZ, US, 85085

The group you’ll be a part of

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.

The impact you’ll make

As a Chamber Cleaning / Particle Specialist at Lam, you’re the backbone of technical support for field engineers, technicians, and product support personnel in the region. Your expertise is crucial in diagnosing, troubleshooting, repairing, and debugging complex electro-mechanical equipment, computer systems, software, or networked and wireless systems. Your swift action in responding to situations is critical in resolving issues and ensuring customer satisfaction.

What you’ll do

• Provides remote support and on-site advanced-level support to analyze, troubleshoot, and manage tool-down escalations and provide performance improvement solutions for all Lam semiconductor processing equipment in a clean room environment at customer sites.
• Communicates as a subject matter expert on high-level technical issues and escalations while providing guidance and recommending solutions.
• Drives required actions at the customer site to resolve escalations and prevent recurring and preventable problems.
• Troubleshoots technical problems by providing root cause hypotheses, analysis, and action plans with detailed problem statements, data analysis, and success criteria.
• Participates in Lam’s worldwide technical community and actively shares knowledge.
• Acts as a technical mentor for field and account engineers and may design or conduct training sessions.
• Identifies and communicates opportunities for installed base performance improvements within a customer site/account through hands-on and/or installed-base performance data collection and analysis.
• Develops customer confidence through credible recommendations and an understanding of the customer’s perspective to support sales, service, and revenue.

Who we’re looking for

• Minimum of 10 years of related experience with an Associate's degree, 8 years with a Bachelor’s degree; or 6 years and a Master’s degree; or a PhD with no prior experience required; or equivalent work experience.
• Previous experience in installation, maintenance, repair, or troubleshooting of semiconductor capital equipment.
• Proficiency in interpreting electrical and mechanical schematics, diagrams, and operation manuals.
• Ability to analyze equipment and process data and identify root causes
• Strong analytical and problem-solving skills
• Ability to train and mentor engineers and technicians on advanced semiconductor equipment, translating complex technical concepts into clear, structured, hands-on instruction while reinforcing safety, quality, equipment reliability and manufacturing best practices.
• Working knowledge of semiconductor fab, sub-fab, and facilities operations, including the interaction between process equipment and supporting facility systems and utilities.
• Ability to develop and standardize advanced preventative maintenance (PM) standard operating procedures (SOPs) and PM best practices that improve maintenance consistency, equipment reliability, troubleshooting effectiveness, and overall equipment performance.
• Demonstrated understanding of surface particle analysis and contamination control, with the ability to use particle data and trends to optimize PM procedures, identify potential contamination sources, improve equipment cleanliness, and support defect-reduction initiatives.
• Frequently position oneself (e.g., bend, stoop, reach, walk, sit, twist, squat, kneel, climb, stand) to perform job tasks for extended periods.
• Able to travel frequently, domestically and internationally, based on customer needs, flexibility to work a variety shifts including compressed and alternative workweeks including overtime and on-call if needed.

Preferred qualifications

• Proficiency in basic computer skills and familiarity with common office software including Microsoft Office Suite.
• Communication skills, both written and verbal, in English.
• Solid analytical, problem solving, and decision-making skills.

Our commitment

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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