Regional Product Support Engineer - Hybrid/Remote, Travel

LAM RESEARCH Corporation; Boise (ID); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Lam Research is seeking a Regional Product Support Engineer in Boise, Idaho. This role provides high-level technical support to field engineers, technicians, and customers, diagnosing and resolving complex electro-mechanical issues and software-based problems.

You will travel up to 40% domestically and internationally, serve as a technical mentor, and drive installed-base performance improvements. You’ll collaborate with account teams and engineering to resolve escalations, escalate when needed,

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.
• Understands 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.
• Able to travel domestically and internationally based on business needs (40%).

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 diagnosing, troubleshooting, repairing and debugging complex equipment and software.
• Responds to situations where first-line support has failed and escalates or identifies solutions.
• Liaises between Customers, Product Groups, Field Sales and other organizations to ensure closure of product issues.
• Manages projects and provides reports to management to deliver the desired result.
• Conducts customer escalation meetings.

Skills

Electro-mechanical systems

Electrical schematics

Data analysis

Escalation management

Customer focus

Education

Bachelor’s degree in STEM

Tools

Excel

CRM systems

Job description

Lam Research is seeking a Regional Product Support Engineer in Boise, Idaho. This role provides high-level technical support to field engineers, technicians, and customers, diagnosing and resolving complex electro-mechanical issues and software-based problems.

You will travel up to 40% domestically and internationally, serve as a technical mentor, and drive installed-base performance improvements. You’ll collaborate with account teams and engineering to resolve escalations, escalate when needed,