Manager, Field Service

About the Group

The Customer Support Business Group is dedicated to providing exceptional customer support throughout the equipment lifecycle within Lam. Our mission centers on enhancing performance, productivity, safety, and quality for customers’ installed bases by delivering effective service and lifecycle solutions for critical equipment and processes.

Role Overview

As the Manager of Field Service, you will oversee Field Service Operations for the Lam account team dedicated to the Intel customer site in Kildare, Ireland. Your leadership will shape the company's image by ensuring successful customer service delivery. You will manage and coordinate all operational activities related to Lam's businesses and service offerings including systems, parts, and services. Providing direction to your team, you will strive for continual customer satisfaction and achievement of key performance indicators (KPIs). This role involves developing and executing operational plans and procedures aimed at earning customer trust and expanding market share for spares and services.

Key Responsibilities

• Identify and analyze account needs and market conditions, collaborating closely with field operations and management to understand customer requirements.
• Represent Lam professionally to customers, products, and service performance, fostering strong customer relationships and upholding a positive corporate image.
• Evaluate customer feedback and service performance, developing action plans and tailored service offerings to support business growth.
• Conduct proactive and systematic activities to retain and expand market share at the assigned customer site.
• Continuously review ongoing projects and communicate progress with management, business operations, sales support, and other relevant internal departments.
• Offer technical guidance to customers and the company concerning equipment service and coordinate related activities, leveraging knowledge from other regions’ field service teams.
• Accountability for meeting KPIs and initiating corrective action plans if targets fall short.
• Maintain comprehensive accounts databases detailing key contacts, organizational charts, product and supplier information, and document interactions and activities.
• Plan, organize, and oversee all Field Service teams dedicated to the Intel customer; support team leaders in managing performance, utilization, finances, and staff development.
• Lead supervisors and team members by communicating departmental and business updates, providing feedback, and fostering professional growth and training.
• Develop and monitor departmental budgets aligned with corporate guidelines to meet revenue and cost targets.
• Facilitate communication and coordination across Sales, Technical Support, Field Process Engineering, Spares, and customers to address technical requirements and manage escalation procedures.

Candidate Profile

• Holds a technical certification/diploma or university degree, preferably in electromechanical or electronic engineering; a master's degree is advantageous.
• Brings 5-7+ years of experience in service operations, ideally within the semiconductor equipment industry, plus 2-3 years of managerial experience.
• Experience in customer management and business development is considered highly valuable.

Required Competencies and Skills

• Exemplifies core company values and behaviors.
• Strong self-management including time prioritization.
• Flexible and adaptable to changing environments.
• Experienced in business planning, execution, and management of metrics and accountability, including financial oversight and budgeting.
• Advanced leadership and team management capabilities, including situational leadership approaches.
• Skilled at coaching, conflict resolution, and supporting employee growth.
• Adept at managing customer relationships in a multicultural setting, with both external and internal stakeholders.
• Deep understanding of customer business dynamics to identify opportunities for Lam’s value addition.
• Excellent written and verbal communication skills, including strong presentation and problem-solving capabilities.
• Willing and able to travel regionally and internationally more than 30% of the time.
• Fluent in English with cross-cultural awareness and experience working within matrix organizations.

Company Commitment

We strongly believe in fostering an inclusive environment where every individual feels valued and empowered to achieve their highest potential. We celebrate diverse perspectives which enable extraordinary accomplishments.

Lam Research is an equal opportunity employer committed to non-discriminatory employment policies and practices regardless of race, religion, color, national origin, disability, gender identity, age, sexual orientation, veteran status, or any other legally protected characteristic.

Work Model

This role offers a hybrid working arrangement with the flexibility to work remotely combined with onsite collaboration. Options include "On-site Flex" (minimum of 3 days on-site per week) or "Virtual Flex" (1-2 days on-site per week), balancing remote work and face-to-face interaction at Lam or customer locations.