Digital Transformation Customer Service Manager

The Global Information Systems Group is dedicated to the success of Lam through providingbest-in-class and innovative information system solutions and services. Together, we supportusers globally with data, information, and systems to achieve their business objectives.

The Office of Digital Transformation at Lam Research is responsible for the creation of next-generation business processes and the accelerated adoption of technology across the company. The Digital Transformation, Manager/Senior Manager for Customer Service is a unique opportunity to transform a market-leading semiconductor company to scale for past and future growth at an unprecedented time in our industry.

The Manager/Senior Manager, Digital Transformation for Customer Service & Support (CS&S) helps drive the execution and delivery of digital transformation within a multi-year process and technology modernization program. This role is responsible for leading field service and customer service processes through the migration from legacy ERP and CRM applications to new applications and integrations.

The Manager/Senior Manager acts as a business architect, ensuring that critical service processes are designed, tested, and deployed successfully in alignment with broader enterprise transformation goals.

Program Leadership & Execution:

• Drive CS&S workstream deliverables across field service, spare parts, entitlements, and service contracts.
• Drive design and deployment of Field Service Management modules, Case Management, and Entitlement solutions for field service and customer engagement.
• Own testing readiness (SIT, UAT, regression) and cutover planning for business continuity.

Cross-Functional Alignment:

• Act as a business liaison between CS&S and other workstreams (Plan-to-Fulfill, Idea-to-Retire, Quality, Engineering, Spares Ops).
• Identify and escalate cross-functional risks and dependencies through the Program Management Office (PMO) and governance boards.
• Collaborate with cross-functional Business Unit leaders to ensure CS&S inclusion in Release 1 and preparation for future releases.

Process Reengineering & Optimization:

• Translate business requirements into future-state processes and technical design specifications in partnership with IT architects and ensure traceability of requirements through design, build, and testing phases using tools such as Jira and MS ADO.
• Lead process mapping workshops using standard process methodologies to define "as-is" vs "to-be" states.
• Identify and eliminate process inefficiencies, redundancies, and manual workarounds through automation and system enablement.
• Partner with IT architects to ensure processes are documented and fully embedded in system design.

Change Management & Readiness:

• Partner with Change Management leads to drive adoption, communications, and training for field service.
• Support Release 1 stabilization and plan for future release readiness.
• Translate business risks (e.g., single points of failure, data retention rules, resource dependencies) into actionable mitigation steps.

Team & Stakeholder Leadership:

• Lead SMEs, technical teams, and offshore resources to deliver on field service scope.
• Provide mentorship, coordination, and accountability across sub-teams (cutover, data migration, knowledge management, case management).
• Influence stakeholders and drive alignment with senior leadership.

• Bachelor's degree with 12 years related experience; or 8 years and a Master's degree; or a PhD with 5 years experience; or equivalent experience.
• 8-10 years of experience in Customer Service, Aftermarket Operations, or Digital Transformation in a global, complex capital equipment manufacturing environment.
• Hands-on experience with SAP S/4HANA Service Cloud,Dynamics 365 Customer Service & Field Service, Jira, ADO, Signavio, and Visio.
• Strong understanding of process re-engineering, including field service, spare parts, entitlements, service contracts, and install base management.
• Skilled in program management: risk identification, governance, testing coordination, and cutover planning.
• Excellent stakeholder management and communication skills.
• Execution-focused with the ability to translate business needs into system designs.
• Strong problem solver who raises risks early and provides solutions.
• Influences and drives change by driving partnerships and alignment across the organizations.
• AI-Machine Learning concepts and experience with ML technology.
• Demonstrates a growth mindset and has an eye for the art of the possible.

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.

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