Sr. Mgr, Customer Service

Lam Research - Hillsboro, OR

Full-time - Mid Level

Remote - Hillsboro, OR

Machinery Manufacturing

About the position

At Lam Research, we are at the forefront of technological advancements in the semiconductor industry, and as the Senior Manager of Customer Service Business Group (CSBG) Sales and Business Development for the Intel account, you will play a pivotal role in driving our service, upgrade, and spares business growth strategies. This position is not just about managing a team; it’s about leading the charge in optimizing systems that sustain our CSBG business. You will be responsible for ensuring that our operations align with our Annual Operating Plan (AOP) goals and targets, focusing on revenue and target pricing accuracy. Your leadership will be crucial in managing upgrade, Reliant, and service configurations, as well as providing product-related responses in our SIRFIS system. In this role, you will also manage CSBG commercial strategies, quantifying them in our Symphony and CRM systems. Building systems to monitor spares, upgrade, and service business run-rate will be a key responsibility, as will driving the performance of specific Intel products. You will develop strategies to address market opportunities, ensuring customer satisfaction with existing CSBG/CP products while fostering long-term relationships that contribute to business growth. Your ability to maintain and grow a healthy equipment spares business strategy will be essential, as will your focus on driving commercial strategies that support customer cost reduction and productivity initiatives. As a Senior Manager, you will build and develop a strong account support team to meet CSBG sales initiatives, matrix managing regional, account, and CSBG teams to achieve account goals. This role requires a deep understanding of the semiconductor industry, strong leadership skills, and a commitment to customer satisfaction and business growth.

Responsibilities

• Manage a team responsible for meeting forecast accuracy against AOP goals/targets (QXR's) (Revenue and Target Pricing)
• Oversee upgrade, Reliant, and service configurations
• Provide product-related responses in SIRFIS
• Manage CSBG commercial strategies and quantify them in Symphony and CRM systems
• Build systems to monitor spares, upgrade, and service business run-rate
• Ensure accuracy in CSBG RFQ (pricing, T&Cs)
• Drive CSBG product-specific Intel SRC (CXL3) and KI&E (CXL2) performance
• Develop strategies to address market sizing and timing opportunities (SAR)
• Interface with customers to ensure satisfaction with existing CSBG/CP products
• Develop customer relationships that lead to long-term satisfaction and business growth
• Maintain and grow a healthy equipment spares business strategy
• Drive commercial strategies that support customer cost reduction
• Lead the commercial portion of Intel account productivity (OUTPUT) initiatives
• Build a sales strategy for Equipment Intelligence related products
• Develop a strong account support team to meet CSBG sales initiatives
• Matrix manage regional, account, and CSBG teams to meet account goals

Requirements

• 10 years of semiconductor industry experience in product sales
• Five years of management or leadership experience

Nice-to-haves

• Demonstrated experience in strategic sales forecasting
• Demonstrated use of Lam project management and forecasting tools
• Strong communication and writing skills, experience writing commercial frameworks/agreements preferred
• Demonstrated ability to build strong relationships with customers including those in upper level management
• Business acumen to identify and prioritize results that balance Lam and customer business improvement needs

Benefits

• Comprehensive benefits package
• Flexible work location models (On-site Flex and Virtual Flex)
• Opportunities for professional development and career growth