Sr. Mgr, Global Product Support

The group you’ll be a part ofIn the Global Products Group, we are dedicated to excellence in the design and engineering of Lam’s etch and deposition products. We drive innovation to ensure our cutting-edge solutions are helping to solve the biggest challenges in the semiconductor industry. The impact you’ll makeOversees the technical support of company customers by field engineers, technicians, and support specialists, who are diagnosing, troubleshooting, and repairing one or more of the following: complex electro/mechanical equipment, sophisticated computer systems, software systems/applications, or networking and wireless networking systems. Supervises engineers that respond to situations where standard procedures have failed to isolate or fix problems in non-functioning equipment systems or software. Establishes and maintains lines of communication with design engineering and software development on design, reliability and maintenance issues. Ensures that engineers are current with the latest upgrades and/or new releases. May be involved in customer installation and training programs. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.What you’ll doDefine and execute global product support strategies aligned with business goals and product roadmapsEnsure readiness for product launches, including service capability, documentation, and trainingDrive standardization of support processes across regions to ensure consistent customer experienceLead support activities across the full product lifecycle: installation, ramp, high-volume manufacturing, upgrades, and end-of-life managementEnsure procedures, best-known methods (BKMs), and documentation meet product performance and serviceability requirementsPartner with product engineering to influence design improvements based on field feedbackOwn and drive resolution of complex, cross-functional technical issues impacting product performance, yield, or reliabilityEstablish structured escalation processes and ensure timely closure of high-impact issuesLead root cause analysis and corrective action (RCCA) processes across global teamsPartner with field service teams to improve installation quality, uptime, and service efficiencyMonitor customer feedback and field performance data to identify systemic issues and improvement opportunitiesWork closely with product engineering, manufacturing, supply chain, and quality teams to drive product improvementsSupport new product introduction (NPI) by ensuring support readiness and smooth transition from development to productionAlign with supply chain and factory teams to resolve product-related shortages, defects, and performance gapsDefine and track KPIs such as tool uptime, MTBF, field failure rates, response time, and customer satisfactionDrive continuous improvement initiatives focused on reliability, serviceability, and cost reductionImplement structured methodologies (e.g., Lean, Six Sigma, DFx) to improve product and support processesStandardize troubleshooting methodologies and knowledge management systems across regionsLead and develop a global team of product support engineers and specialistsEstablish clear roles, responsibilities, and performance expectationsFoster a culture of accountability, customer focus, and technical excellenceThis role requires international travel of approximately 10% - 15%, depending on business needs and project demands.Who we’re looking forBachelor’s degree or equivalent with 6-8 years of management experience. An advanced degree preferred.10–15 years of experience in product support, engineering, or field service in a high-tech manufacturing environment5+ years of leadership experience managing global or cross-regional teamsStrong technical expertise in product lifecycle support, troubleshooting, and root cause analysisExperience working across product development, manufacturing, and field operationsExcellent problem-solving, communication, and stakeholder management skillsPreferred qualificationsExperience in semiconductor equipment, capital equipment, or advanced manufacturing environmentsExperience managing global customer escalations and high-impact field issuesStrong understanding of product development and release processes (PDR) and NPI transitionsExperience with reliability engineering and serviceability design principlesFamiliarity with data analytics tools and systems for performance monitoringOur commitmentWe believe it is important for every person to feel valued, included, and empowered to achieve their full potential. By bringing unique individuals and viewpoints together, we achieve extraordinary results.Lam Research ("Lam" or the "Company") is an equal opportunity employer. Lam is committed to and reaffirms support of equal opportunity in employment and non-discrimination in employment policies, practices and procedures on the basis of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth and related medical conditions), gender, gender identity, gender expression, age, sexual orientation, or military and veteran status or any other category protected by applicable federal, state, or local laws. It is the Company's intention to comply with all applicable laws and regulations. Company policy prohibits unlawful discrimination against applicants or employees.Lam offers a variety of work location models based on the needs of each role. Our hybrid roles combine the benefits of on-site collaboration with colleagues and the flexibility to work remotely and fall into two categories – On-site Flex and Virtual Flex. ‘On-site Flex’ you’ll work 3+ days per week on-site at a Lam or customer/supplier location, with the opportunity to work remotely for the balance of the week. ‘Virtual Flex’ you’ll work 1-2 days per week on-site at a Lam or customer/supplier location, and remotely the rest of the time.Our Perks and BenefitsAt Lam, our people make amazing things possible. That’s why we invest in you throughout the phases of your life with a comprehensive set of outstanding benefits. Department:Product Engineering