Product Support Engineer 3

Technical Serve as a subject matter expert on high-level technical issues and escalations, providing guidance and recommending solutions. Support field engineers and product support personnel in diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, software, or networked/wireless systems. Respond to escalated situations, identify solutions for malfunctioning equipment or software, and report design, reliability, and maintenance issues to engineering teams. Partner with account teams to present problem statements, root cause analysis, and secure customer buy-in for proposed solutions. Identify and communicate opportunities for performance improvements through hands-on work and data analysis. Drive actions at customer sites to resolve escalations and prevent recurrence. Liaise between customers, product groups, and field service; collaborate with senior engineers across multiple teams. Participate in reviewing procedures, processes, and tool designs impacting development activities. Manage projects, provide reports to management, and conduct customer escalation meetings. Support machine availability projects and utilize Equipment Intelligence tools to develop diagnostic matrices for issue prevention. Provide technical support for highly sophisticated products. Build customer confidence through credible recommendations and understanding of their perspective to support sales, service, and revenue. Actively contribute to Lam's worldwide technical community by sharing knowledge and enhancing global learning. Serve as a technical mentor for field and account engineers; design and conduct training sessions as needed. 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. Familiar with Lam Dielectric Films Deposition PECVD and ALD Products. Able to navigate and troubleshoot Lam deposition products using both 2300 and Proteus/Nexus GUI. Familiar with Lam Knowledge Management systems including but not limited to MyLam, Product Explorer, KM Matrix, Escalation Solver, and IMS.