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Lam Research

Provides remote response and on-site advanced level Software support to analyze, troubleshoot and manage tool down escalations and provide performance improvements solutions of Lam Etch and Deposition with Control Works semiconductor processing equipment in a clean room environment at customer sites. This position is primarily focused on Control Works SW appointed systems.

Provides strategic technical leadership and direction by leveraging technical knowledge of Lam’s products and an understanding of the customer’s long-term manufacturing needs and equipment support strategy.  Collaborate with Software Engineer, Product management and support customer on All Lam products.
Communicates as a subject matter expert on high level technical issues and support customer escalations while providing guidance and recommending solutions, collaborating with other team members and development teams to help customers resolve issues. Drives required actions at the customer site to resolve escalations and prevent repeat problems. Leads customer escalation meetings.
Participates in Lam’s worldwide technical community and actively shares knowledge and takes a leadership position to enhance worldwide learning and its application. Train regional software support personnel and Field service engineers on system software. Mentors field engineers and designs or leads training sessions.
Identifies and communicates opportunities for installed base performance improvements within a customer site/account through hands on and or installed based performance data collection/analysis.
Develops customer confidence through credible recommendations and an understanding of the customer’s perspective to support sales, service and revenue.
Liaises between Customers, Product Groups, Field Sales, Business Development and other organizations to ensure closure of product issues. Works closely with Account General Manager, Customer Supports and other senior level leaders in world Wide Field, Customer Service Business Group and Global Product Group.
Ability to understand and test customer software scenarios this includes HOST scenarios.
Domestic and International travel is required based on business need. Currently requires a minimum of 35% travel to all North America customer site and manufacturing locations.

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