Job
- Level
- Senior
- Job Field
- Project, Product
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Salzburg
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you develop global product support strategies, drive technical problem resolution, and optimize installation and performance in a high-tech environment.
Your role in the team
- Define and execute global product support strategies aligned with business goals and product roadmaps.
- Ensure readiness for product launches, including service capability, documentation, and training.
- Drive standardization of support processes across regions to ensure consistent customer experience.
- Lead support activities across the full product lifecycle: installation, ramp, high-volume manufacturing, upgrades, and end-of-life management.
- Ensure procedures, best-known methods (BKMs), and documentation meet product performance and serviceability requirements.
- Partner with product engineering to influence design improvements based on field feedback.
- Own and drive resolution of complex, cross-functional technical issues impacting product performance, yield, or reliability.
- Establish structured escalation processes and ensure timely closure of high-impact issues.
- Lead root cause analysis and corrective action (RCCA) processes across global teams.
- Act as the global escalation point for customer issues, ensuring clear communication and rapid response.
- Partner with field service teams to improve installation quality, uptime, and service efficiency.
- Monitor customer feedback and field performance data to identify systemic issues and improvement opportunities.
- Work closely with product engineering, manufacturing, supply chain, and quality teams to drive product improvements.
- Support new product introduction (NPI) by ensuring support readiness and smooth transition from development to production.
- Align with supply chain and factory teams to resolve product-related shortages, defects, and performance gaps.
- Define and track KPIs such as tool uptime, MTBF, field failure rates, response time, and customer satisfaction.
- Analyze global product performance data to identify trends and drive proactive improvements.
- Provide regular updates and insights to senior leadership.
- Führen Sie kontinuierliche Verbesserungsinitiativen mit Fokus auf Zuverlässigkeit, Wartbarkeit und Kostensenkung.
- Implement structured methodologies (e.g., Lean, Six Sigma, DFx) to improve product and support processes.
- Standardize troubleshooting methodologies and knowledge management systems across regions.
- Lead and develop a global team of product support engineers and specialists.
- Establish clear roles, responsibilities, and performance expectations.
- Foster a culture of accountability, customer focus, and technical excellence.
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Our expectations of you
Education
- Bachelor's degree in Engineering (Mechanical, Electrical, or related field); advanced degree preferred.
Qualifications
- Strong technical expertise in product lifecycle support, troubleshooting, and root cause analysis.
- Excellent problem-solving, communication, and stakeholder management skills.
- Strong understanding of product development and release processes (PDR) and NPI transitions.
- Six Sigma Black Belt or equivalent certification.
- Familiarity with data analytics tools and systems for performance monitoring.
Experience
- 10-15 years of experience in product support, engineering, or field service in a high-tech manufacturing environment.
- 5+ years of leadership experience managing global or cross-regional teams.
- Experience working across product development, manufacturing, and field operations.
- Experience in semiconductor equipment, capital equipment, or advanced manufacturing environments.
- Experience with reliability engineering, DFx (DFM, DFT, DFS), and serviceability design principles.
- Experience managing global customer escalations and high-impact field issues.
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What we offer
- This position is subject to the Austrian Collective Bargaining Agreement (CBA) for Employees in the Metal Technology Industry in the occupation group H.
- A higher payment is negotiable depending on education, expertise, and skills.
- The monthly salary is paid 14 times per year.
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Benefits
Work-Life-Integration
Topics that you deal with on the job
Job Locations
This is your employer
Lam Research AG
Villach
Lam Research Corporation has been one of the largest manufacturers of manufacturing machines for the semiconductor industry for over 30 years. The company has 6600 employees worldwide and branches in all of Asia, Europe, and North America.
Description
- Company Size
- 250+ Employees
- Founding year
- 1980
- Language
- English
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Electronics, Automatization
Senior Manager Global Product Support
- Location
- Salzburg
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
- English Only
- English only required
