Supv 2, Field Service

The group you’ll be a part of

The Global Customer Operations Group brings industry insights and experience to help our customers deliver on their technology roadmaps. We work tirelessly to earn the trust of our customers, because we know that working closely together leads to the highest quality outcomes.

The impact you’ll make

Responsible for the management of the Field Service Flexible Work Force organization (not dedicated assigned customers engineers) and assigned technical functions. Develops and implements operational plans, procedures, and policies to ensure that local and corporate service objectives are met. Drives the team to quality and corporate image through successful service performance at customers sites. Responsible for the professional representation of field service organization to the different customers.

What you’ll do

• Primary responsabilities:
• Professionally represents the company to the customer; develops and maintains good customer relations. Analyses customer problems and needs, evaluates product and service performance, and generates action plans.
• Plans, organizes, controls, and monitors the activities of all Field Service Engineers and supports his direct reports in managing their team activities, in monitoring performance, utilization and financial expenses and in leading their staff. Also responsible for handling the administrative and reporting functions.
• Is Accountable for FSE and CFW 100% achievement of performance objectives (Safety, Training Certifications, Administrative documentation, etc.)
• Prepares, organizes, monitors, and supports the information flow and communications with internal Sales, Tech Support, Field Process Engineering to acknowledge and resolve customer technical requirements. Understand and support escalation guidelines and activities.
• Reviews forecast for skillset and aligns cross training activity per Plan of Record (POR)
• Provides technical advice and assistance to the internal accounts on all aspects of equipment service and organizes adequate activities within loaning the right person at the right time at the right place.
• Attends all Loaned Labor reviews and coordinates best deployment of resources and Coordinates with Manpower Mgr. on supporting resource requirements based on existing priority ranking.
• Develops the departmental budgets under corporate guidelines and monitors the performance against budget targets for revenue and costs.
• Leads the team by informing and communicating on all relevant department and general business issues, gives feedback on individual and team performance and culture and supports the professional development and training of individuals to ensure the highest level of expertise and professionalism in the team.
• Ensure Team development and continuously work on team morale and engagement
• May perform other related duties as assigned or requested.

Who we’re looking for

• Technical certificate/diploma or university degree, preferably in electric-mechanical or electronic engineering
• 5 + years applicable service experience with 2 – 3 years managerial responsibility

Preferred qualifications

• Fluent in English
• Strong influence and communication capability
• Good business sense
• Leadership skills
• Teamwork and Team Collaboration mindset
• Adaptability
• Analytical Ability
• Customer focus and critical thinking
• Decision making
• Service: Strong knowledge and applications of Systems and Advanced service products

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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