Senior Service Solution Architect

LAM RESEARCH Corporation; Fremont (CA); On-site; USD 150,000 - 190,000; Full time

Job summary

Lam Research Corporation seeks a Senior Aftermarket Service Solution Architect to lead design and transformation of global service capabilities. You will partner with CSBG executives and GIS teams to architect scalable solutions across CRM, ERP, and enterprise platforms.

The role requires deep expertise in service management, including warranty, entitlement, installed base, service parts, and order execution, with a track record of delivering large transformation programs.

Qualifications

• Bachelor's degree with 12+ years or master's with 8+ years of relevant experience.
• 10+ years designing and implementing Customer Service, Aftermarket Service, or Field Service solutions.
• Deep expertise in SAP ECC Customer Service (CS) and/or SAP S/4 Service.
• Experience architecting and implementing complex service business processes within manufacturing environments.
• Strong understanding of Service Order Management, Contract Management, Entitlement Management, Warranty Management, Install Base Management, Field Service Execution, Service Parts Management, and Customer Support Operations.

Responsibilities

• Lead the design and evolution of Lam's global aftermarket service capabilities across customer service and field service functions.
• Partner with business stakeholders to translate requirements into scalable solution architectures.
• Develop future-state business capabilities, process architectures, and technology roadmaps that align with strategic goals.
• Design and optimize end-to-end service business processes and identify opportunities for automation and standardization.
• Evaluate multiple technology solutions and drive fit-gap analyses, architecture reviews, and successful delivery.

Skills

Customer Service

Field Service

Solution Architecture

Stakeholder Management

Executive Communication

Education

Bachelor's degree with 12+ years or Master's with 8+ years

Tools

SAP ECC CS

SAP S/4 Service

Microsoft Dynamics 365

Salesforce Service Cloud

Job description

The group you’ll be a part of

The Global Information Systems Group is dedicated to the success of Lam through providing best-in-class and innovative information system solutions and services. Together, we support users globally with data, information, and systems to achieve their business objectives.

The impact you’ll make

We are seeking a highly experienced Senior Aftermarket Service Solution Architect to lead the design and transformation of Lam Research's global service business capabilities. This role will play a strategic leadership role in partnering with Customer Service Business Group (CSBG) executives, business process owners, and GIS teams to define, architect, and implement scalable solutions supporting Lam's aftermarket service operations. The ideal candidate will possess deep expertise in service management processes and technologies, including customer service, field service, service contracts, entitlement management, installed base management, warranty management, service parts management, and service order execution. The successful candidate will be equally comfortable engaging executive leadership, defining business strategies, architecting end-to-end solutions, and driving large transformation initiatives across enterprise platforms.

What you’ll do

Business and Solution Architecture

• Lead the design and evolution of Lam's global aftermarket service capabilities across customer service and field service functions.
• Partner with business stakeholders to understand business objectives and translate requirements into scalable solution architectures.
• Develop future-state business capabilities, process architectures, and technology roadmaps that align with strategic business goals.

Service Process Transformation

• Design and optimize end-to-end service business processes
• Identify opportunities for process optimization, automation, standardization, and continuous improvement.

Solution Evaluation and Delivery

• Evaluate multiple technology solutions and implementation approaches to meet business objectives.
• Conduct fit-gap assessments, business process analysis, solution design, and architecture reviews.
• Partner with technical teams and system integrators to ensure successful implementation and adoption.

Cross-Functional Integration

• Architect and support business processes.
• Define integration strategies across CRM, ERP, and related enterprise platforms.

Innovation and Continuous Improvement

• Leverage emerging technologies including AI, Process Mining, Intelligent Automation, Analytics, and Robotic Process Automation to improve service operations and business outcomes.
• Drive innovation initiatives that improve customer experience, operational efficiency, and service profitability.

Who we’re looking for

• Bachelor's Degree with 12+ years of relevant experience, Master's Degree with 8+ years of relevant experience, or equivalent combination of education and experience.
• 10+ years of experience designing and implementing Customer Service, Aftermarket Service, or Field Service solutions.
• Deep expertise in SAP ECC Customer Service (CS) and/or SAP S/4 Service.
• Proven experience architecting and implementing complex service business processes within manufacturing environments.
• Strong understanding of: Service Order Management, Contract Management, Entitlement Management, Warranty Management, Install Base Management, Field Service Execution, Service Parts Management, and Customer Support Operations.
• Experience integrating service solutions with Sales, Logistics, Supply Chain, Manufacturing, Quality, and Finance processes.
• Strong business process modeling, solution architecture, fit-gap analysis, and stakeholder management skills.
• Excellent communication and executive presentation skills with the ability to influence business and technology leaders.

Preferred qualifications

• Experience with Microsoft Dynamics 365 Customer Service and/or Dynamics 365 Field Service.
• Experience with Salesforce Service Cloud, Salesforce Field Service, SAP Service Cloud, SAP Customer Management, or other leading CRM/service platforms.
• Experience leading SAP ECC to SAP S/4 Service transformation programs.
• Semiconductor equipment manufacturing industry experience.
• Experience working in capital equipment, medical device, industrial equipment, or other asset-intensive industries.
• Familiarity with subscription-based service business models, software services, and recurring revenue offerings.
• Experience with Business Intelligence and Analytics platforms including Power BI.
• Knowledge of integration technologies including SAP BTP, SAP PI/PO, SAP Integration Suite, or equivalent platforms.
• Experience evaluating, selecting, and implementing enterprise technology solutions.