Senior Manager Global Product Support

Lam Research AG; Salzburg; Hybrid; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Home Office

Flexible Arbeitszeiten

Job summary

Lam Research AG in Österreich sucht eine erfahrene Leitung im Produkt-Support, um globale Strategien zu definieren und umzusetzen. Sie koordinieren die Bereitstellung von Supportkapazitäten, Dokumentation und Schulungen für Produkteinführungen und arbeiten eng mit Produktengineering, Fertigung und Supply Chain zusammen.

Sie führen ein internationales Team, optimieren Prozesse, analysieren Leistungsdaten und berichten regelmäßig an das Senior Leadership Team.

Qualifications

• Erfahrung im Produktlebenszyklus-Support, Fehlerursachenanalyse und Problemlösung.
• Ausgezeichnete Kommunikations- und Stakeholder-Management-Fähigkeiten.
• Fundierte Kenntnisse von PDR-Prozessen und NPI-Transitionen.
• Six Sigma Black Belt oder gleichwertige Zertifizierung.
• Vertrautheit mit Datenanalyse-Tools zur Leistungsüberwachung.

Responsibilities

• Definition und Umsetzung globaler Support-Strategien in Einklang mit Produkt-Roadmaps und Geschäftszielen.
• Sicherstellung der Einsatzbereitschaft für Produkteinführungen, inklusive Support-Fähigkeiten, Dokumentation und Schulung.
• Standardisierung von Support-Prozessen über Regionen hinweg für konsistente Kundenerfahrungen.
• Leitung von Support-Aktivitäten über den kompletten Produktlebenszyklus hinweg (Installation, Ramp-Up, Upgrades, EOL).
• Ausrichtung an BKMs und Dokumentation bezüglich Leistung und Servicefähigkeit.
• Zusammenarbeit mit Product-Engineering zur Einflussnahme auf Designverbesserungen.
• Eigenverantwortliche Lösung komplexer, bereichsübergreifender technischer Probleme.

Skills

Troubleshooting

Root Cause Analysis

Stakeholder Management

PDR & NPI

Data Analytics

Six Sigma Black Belt

Education

Bachelor's degree in Engineering

Tools

Data Analytics Tools

Job description

Deine Rolle im Team

• Define and execute global product support strategies aligned with business goals and product roadmaps.
• Ensure readiness for product launches, including service capability, documentation, and training.
• Drive standardization of support processes across regions to ensure consistent customer experience.
• Lead support activities across the full product lifecycle: installation, ramp, high-volume manufacturing, upgrades, and end-of-life management.
• Ensure procedures, best-known methods (BKMs), and documentation meet product performance and serviceability requirements.
• Partner with product engineering to influence design improvements based on field feedback.
• Own and drive resolution of complex, cross-functional technical issues impacting product performance, yield, or reliability.
• Establish structured escalation processes and ensure timely closure of high-impact issues.
• Lead root cause analysis and corrective action (RCCA) processes across global teams.
• Act as the global escalation point for customer issues, ensuring clear communication and rapid response.
• Partner with field service teams to improve installation quality, uptime, and service efficiency.
• Monitor customer feedback and field performance data to identify systemic issues and improvement opportunities.
• Work closely with product engineering, manufacturing, supply chain, and quality teams to drive product improvements.
• Support new product introduction (NPI) by ensuring support readiness and smooth transition from development to production.
• Align with supply chain and factory teams to resolve product-related shortages, defects, and performance gaps.
• Define and track KPIs such as tool uptime, MTBF, field failure rates, response time, and customer satisfaction.
• Analyze global product performance data to identify trends and drive proactive improvements.
• Provide regular updates and insights to senior leadership.
• Drive continuous improvement initiatives focused on reliability, serviceability, and cost reduction.
• Implement structured methodologies (e.g., Lean, Six Sigma, DFx) to improve product and support processes.
• Standardize troubleshooting methodologies and knowledge management systems across regions.
• Lead and develop a global team of product support engineers and specialists.
• Establish clear roles, responsibilities, and performance expectations.
• Foster a culture of accountability, customer focus, and technical excellence.
• This role requires international travel of approximately 20% to 40%, depending on business needs and project demands.

Unser Angebot

• This position is subject to the Austrian Collective Bargaining Agreement (CBA) for Employees in the Metal Technology Industry in the occupation group H.
• A higher payment is negotiable depending on education, expertise and skills.
• The monthly salary is paid 14 times per year.

Unsere Erwartungen an dich:

Qualifikationen

• Strong technical expertise in product lifecycle support, troubleshooting, and root cause analysis.
• Excellent problem-solving, communication, and stakeholder management skills.
• Strong understanding of product development and release processes (PDR) and NPI transitions.
• Six Sigma Black Belt or equivalent certification.
• Familiarity with data analytics tools and systems for performance monitoring.

Erfahrung

• 10-15 years of experience in product support, engineering, or field service in a high-tech manufacturing environment.
• 5+ years of leadership experience managing global or cross-regional teams.
• Experience working across product development, manufacturing, and field operations.
• Experience in semiconductor equipment, capital equipment, or advanced manufacturing environments.
• Experience with reliability engineering, DFx (DFM, DFT, DFS), and serviceability design principles.
• Experience managing global customer escalations and high-impact field issues.

Ausbildung

• Bachelor's degree in Engineering (Mechanical, Electrical, or related field); advanced degree preferred.

Benefits

• Home Office
• Flexible Arbeitszeiten