Lam Research · 5 days ago
Manager, Digital Transformation, Customer Service
Fremont, CA
Full-time
Hybrid
Senior Level, Lead/Staff
$114K/yr - $253K/yr
8+ years expLam Research is a leading semiconductor company dedicated to providing innovative information system solutions. The Manager of Digital Transformation for Customer Service will drive the execution of digital transformation initiatives, focusing on the migration from legacy systems to next-generation platforms and ensuring alignment with enterprise transformation goals.
CleanTechManufacturingSemiconductor
Responsibilities
Drive CS&S workstream deliverables across field service, spare parts, entitlements, and service contracts
Drive design and deployment of Field Service Management modules, spares operations capabilities for field service and customer engagement, Case Management, and Entitlement solutions for field service and customer engagement
Own testing readiness (SIT, UAT, regression) and cutover planning for business continuity
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
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
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
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
Qualification
Required
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
Benefits
A comprehensive set of outstanding benefits
Company
Lam Research
Lam Research supplies wafer fabrication equipment and services to the worldwide semiconductor industry.
10001+ employees
H1B Sponsorship
Lam Research has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (242)
2024 (239)
2023 (170)
2022 (216)
2021 (242)
2020 (182)
Funding
Current Stage
Public CompanyTotal Funding
unknown1984-05-11IPO
Leadership Team
Tim Archer
President and CEO
Rick Gottscho
Exec VP and CTO
Recent News
Morningstar.com
2026-01-09
2026-01-05
Company data provided by crunchbase