Account Program Manager

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

Join Lam as a Customer Service Representative, maintaining direct contact with customers before and after the sale. Collaborating with a wide range of stakeholders from sales teams to field service, you'll foster positive customer relationships, playing an important role in driving revenue growth and meeting service goals. You'll gather accurate accounts of product reliability from customers and provide insightful reports to management. Whether pre-sales or post-sales, your commitment to exceptional customer service makes an impact at Lam.

What you’ll do

Primary Responsibilities:

• Extensive direct internal customer interactions with responsibility for processing service orders and supporting ramp-up with expediency and accuracy
• Responsible for prompt, courteous and efficient handling for FSE's inquiries such as order status, shipping dates, ETA, prices, and product availability and back orders
• Expedite inquiries as per urgency acting as primary contact and liaison for FSEs/AT support
• Manage service order from order entry to delivery in SAP
• Manage open service orders and resolve service order related issues
• Manage AT/FSE related KPI such as DIT, R-part utilizatioz

Functional activities:

• Serve as the primary point of contact and program coordinator for service order-related operational activities.
• Manage AT programs and service orders from demand loading in SAP through execution, delivery, and closure.
• Coordinate with FSEs, Planners, Logistics, Escalation team, and other cross-functional teams to ensure timely operational support.
• Monitor and improve KPI, including DIT, R-part utilization, order fulfillment, and delivery performance, and drive corrective actions as needed.
• Drive continuous improvement initiatives to enhance process efficiency, service quality, and operational visibility.

Who we’re looking for

• Minimum of 8 years of related experience with a Bachelor’s degree; or 6 years and a Master’s degree; or a PhD with 3 years experience; or equivalent experience.
• BA/BS degree or equivalent
• Proficient with SAP and CS business processes
• Proficient in MS Word, Power point, and Excel
• Knowledge of Visio and Access

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.

Lam offers a variety of work location models based on the needs of each role. Our hybrid roles combine the benefits of on-site collaboration with colleagues and the flexibility to work remotely and fall into two categories – On-site Flex and Virtual Flex. ‘On-site Flex’ you’ll work 3+ days per week on-site at a Lam or customer/supplier location, with the opportunity to work remotely for the balance of the week. ‘Virtual Flex’ you’ll work 1-2 days per week on-site at a Lam or customer/supplier location, and remotely the rest of the time.