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Lam Research

Oversees the support of customers encountering problems using the company’s products. Supervises representatives that are answering customer inquiries, primarily over the telephone, e-mail, or facsimile. Establishes and maintains systems that provide answers to common questions and problems. Reports new or recurring problems to design departments. Ensures representatives are properly trained when old products are upgraded or new products are released. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Hire, train, mentor, and manage a team of GPS Engineers to support customer, lab, and pilot line activities
Coordinate with other groups and organizations for design, test, productivity, serviceability, and manufacturability to release reliable products to customers
Interface with account teams, field service engineers, field process engineers, and customers to establish requirements and assure proper resourcing for tool installs, upgrades, etc.  This will involve travel to customer sites sometimes with short notice.
Generate and release installation and maintenance procedures for new and existing hardware
Own customer escalations for hardware and productivity at customer sites and in the lab through closure (full RCCA) including hosting escalation meetings and leveraging business systems to prevent recurrence.

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