Regional Product Support Engineer
CurrentJob ResponsibilitiesCommunicates as a subject matter expert on high level technical issues and escalations while providing guidance and recommending solutions.Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.Responds to situations where first-line product and escalates or finds solutions in malfunctioning equipment or software.Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training.Partners with the account team to present to customers the problem statement, identified root causes and getting buy-in on proposed solutionsIdentifies and communicates opportunities for installed base performance improvements within a customer site/account through hands on and or installed based performance data collection/analysisDrives required actions at the customer site to resolve escalations and prevent repeat problemsLiaises between Customers, Product Groups, Field Sales, Business Development and other organizations to ensure closure of product issues. May works closely with Account GM(s), CSOMs and other senior level engineers in Field, CSBG and GPG.Participates in the review of procedures, processes and tool design impacting development activity.Manages projects and provides reports to management to deliver the desired result. Conduct customer escalation meetings.LeadershipParticipates in Lam’s worldwide technical community and actively shares knowledge and takes a leadership position to enhance worldwide learning and its application.Acts as technical mentor for field and account engineers and may design or conduct training sessions.Customer RelationsProvides support to customer/users where the product is highly technical or sophisticated in nature.
