Regional Product Support Engineer: Field & Escalation Expert

Lam Research; Boise (ID); On-site; USD 95,000 - 130,000; Full time

Job summary

Lam Research in Boise, Idaho seeks a Regional Product Support Engineer to diagnose, troubleshoot, repair and debug complex electro-mechanical equipment, software, and networks. You will provide remote and on-site escalation support, mentor field staff, and drive installed-base performance improvements with customers.

You’ll work with account teams, travel up to 40% domestically and internationally, and operate in a flexible onsite workplace focused on delivering reliable service and lifecycle

Qualifications

• 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.
• Uses computer applications, including data analysis tools, word processing, spreadsheets, and presentation software.
• 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.

Responsibilities

• 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, computer systems, complex software, or networked and/or wireless systems.
• 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.

Skills

Electrical schematics

Mechanical schematics

Data analysis tools

Remote escalation support

Customer communication

Education

Bachelor's degree

Master's degree

PhD with experience

Tools

Word processing

Spreadsheets

Presentation software

Job description

Lam Research in Boise, Idaho seeks a Regional Product Support Engineer to diagnose, troubleshoot, repair and debug complex electro-mechanical equipment, software, and networks. You will provide remote and on-site escalation support, mentor field staff, and drive installed-base performance improvements with customers.

You’ll work with account teams, travel up to 40% domestically and internationally, and operate in a flexible onsite workplace focused on delivering reliable service and lifecycle