Mgr, Field Service

The group you’ll be a part of

The Customer Support Business Group focuses on enabling our customers with premier customer support throughout their lifecycle with Lam. We drive performance, productivity, safety, and quality of customers installed base performance and deliver service and lifecycle solutions for their most critical equipment and processes.

The impact you’ll make

In this position, based in Meylan, you will be responsible for the management of the Field Service and assigned technical functions in the Etch area, and you will have to :

• Develop and implement operational plans, procedures and policies to ensure that local and corporate service objectives are met.
• Drive the team to quality and corporate image through successful service performance.
• Be responsible for the professional representation of field service organization to the customer.
• Manage safety for Account Etch FSE population on site / focus area and mandatory (safety and other) retrofit execution
• Direct supervision of Account Etch FSE population and their development for site / focus area incl. training and certification execution
• Manpower planning forecast (including online plannings update, labor shift, vacation) and prioritization for the site / focus area and executes to defined utilization, absorption for contracts and warranty
• Participate to internal Manpower planning and prioritization meetings / calls when needed, and prioritize resources to contracts / warranty

What you’ll do

Key Roles & Responsibilities

• Responsible to forecast during each Quarterly Reviews cycle contract / warranty Hours for Account Etch FSEs
• Overall installed base performance management and improvement for site / focus area (E.g. defined KPIs like uptime, MTBF, MTBC, Unscheduled / Scheduled Downtime, Spares Performance, Escalation Performance)
• Lam installed base performance dashboard/ Customer Report Card / Voice of the Customer / Supplier Rating performance related to installed base support tasks
• Service Contract scope of work execution, performance and continuous improvement as well as recovery for site / focus area
• Quality performance (SCARs and other defined KPIs), iQMS creation and corrective action implementation for site / focus area excluding install quality issues
• Extension of the sales channel by providing installed base opportunity for CIPs and/or upgrades
• Sales support, through Account System configuration Engineer, in providing skilled resources to help in validating the final tools configuration
• Primary interface at Customer peer level for site / focus area for installed base related activities
• Regular / defined customer / user (Etch FSE) meetings to review installed base status, corrective actions (if any) and next steps according to contractual obligations
• Establish and maintain customer relationship and trust at Customer peer level related to installed base support
• Responsible for daily installed base pass down status reports and data accuracy before reports are published
• Follow up with the Customer to timely return broken cores for exchangeable parts ordered by them (E.g critical parts within 7 working days)
• Effective communication with related Corporate and Regional Groups (Customer Service Business Group and Product Group) to resolve critical field issues and provide Lam’s innovative solutions to customers for site(s) / focus area(s)
• Follow established escalation procedures (technical / management) for identified issues and deficiencies (including Equipment Intelligence analysis to speed up solutions)
• Responsible to start the process with Lam Safety consultant to grant fab access for Dep FSEs

Who we’re looking for

• Bachelor’s degree, preferably in electric-mechanical or electronic engineering
• 5 + years applicable service experience with 2 – 3 years managerial responsibility
• French speaker with fluent level of english

Preferred qualifications

Our commitment

We 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.

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