Senior Manager Global Product Support

The group you'll be a part of
This position is in the Global Products Group, dedicated to excellence in the design and engineering of Lam's etch and deposition products. We drive innovation to solve the biggest challenges in the semiconductor industry.

The impact you'll make
Oversees the technical support of company customers by field engineers, technicians, and support specialists. Diagnoses, troubleshoots, and repairs complex electro/mechanical equipment, sophisticated computer systems, software systems/applications, or networking systems. Supervises engineers responding to non-standard issues. Establishes communication with design engineering and software development. Ensures engineers are current with upgrades/new releases. May involve customer installation and training. Selects, develops, and evaluates personnel.

What you'll do

• Define and execute global product support strategies aligned with business goals
• Ensure readiness for product launches (service capability, documentation, training)
• Drive standardization of support processes across regions
• Lead support activities across product lifecycle (installation, ramp, high-volume manufacturing, upgrades, end-of-life)
• Ensure procedures/BKMs meet product performance requirements
• Partner with product engineering on design improvements
• Own resolution of complex technical issues
• Establish escalation processes and RCA
• Act as global escalation point for customer issues
• Partner with field service to improve installation quality
• Monitor customer feedback and field data
• Support NPI by ensuring support readiness
• Align with supply chain/factory on product issues
• Define and track KPIs (uptime, MTBF, failure rates, response time)
• Analyze product performance data
• Provide leadership updates
• Drive continuous improvement (Lean, Six Sigma)
• Standardize methodologies and knowledge management
• Lead/develop global support team

Who we're looking for

• Bachelor's in Engineering (Mechanical/Electrical) - advanced degree preferred
• 10-15 years in product support/engineering/field service
• 5+ years leadership experience
• Strong technical expertise in product lifecycle support
• Cross-functional collaboration skills

Preferred Qualifications

• Semiconductor/capital equipment experience
• Product development/release knowledge
• Reliability engineering/DFx
• Six Sigma Black Belt
• Global customer escalation management
• Data analytics proficiency

What we're offering
Subject to Austrian Collective Bargaining Agreement (CBA) for Metal Technology Industry, group H. Higher payment negotiable based on skills. Monthly salary paid 14 times per year.

Our commitment
Lam Research is an equal opportunity employer. Offers flexible work models (On-site Flex / Virtual Flex).

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