Senior Service Solution Architect

The group you’ll be a part of

The Global Information Systems Group is dedicated to the success of Lam through providing best-in-class and innovative information system solutions and services. Together, we support users globally with data, information, and systems to achieve their business objectives. The impact you’ll make

We are seeking a highly experienced Senior Aftermarket Service Solution Architect to lead the design and transformation of Lam Research's global service business capabilities. This role will play a strategic leadership role in partnering with Customer Service Business Group (CSBG) executives, business process owners, and GIS teams to define, architect, and implement scalable solutions supporting Lam's aftermarket service operations. The ideal candidate will possess deep expertise in service management processes and technologies, including customer service, field service, service contracts, entitlement management, installed base management, warranty management, service parts management, and service order execution. The successful candidate will be equally comfortable engaging executive leadership, defining business strategies, architecting end-to-end solutions, and driving large transformation initiatives across enterprise platforms. What you’ll do

Business and Solution Architecture

Lead the design and evolution of Lam's global aftermarket service capabilities across customer service and field service functions. Partner with business stakeholders to understand business objectives and translate requirements into scalable solution architectures. Develop future-state business capabilities, process architectures, and technology roadmaps that align with strategic business goals.

Service Process Transformation

Design and optimize end-to-end service business processes Identify opportunities for process optimization, automation, standardization, and continuous improvement.

Solution Evaluation and Delivery

Evaluate multiple technology solutions and implementation approaches to meet business objectives. Conduct fit-gap assessments, business process analysis, solution design, and architecture reviews. Partner with technical teams and system integrators to ensure successful implementation and adoption.

Cross-Functional Integration

Architect and support business processes. Define integration strategies across CRM, ERP, and related enterprise platforms.

Innovation and Continuous Improvement

Leverage emerging technologies including AI, Process Mining, Intelligent Automation, Analytics, and Robotic Process Automation to improve service operations and business outcomes. Drive innovation initiatives that improve customer experience, operational efficiency, and service profitability. Who we’re looking for

Bachelor's Degree with 12+ years of relevant experience, Master's Degree with 8+ years of relevant experience, or equivalent combination of education and experience. 10+ years of experience designing and implementing Customer Service, Aftermarket Service, or Field Service solutions. Deep expertise in SAP ECC Customer Service (CS) and/or SAP S/4 Service. Proven experience architecting and implementing complex service business processes within manufacturing environments. Strong understanding of: Service Order Management, Contract Management, Entitlement Management, Warranty Management, Install Base Management, Field Service Execution, Service Parts Management, and Customer Support Operations. Experience integrating service solutions with Sales, Logistics, Supply Chain, Manufacturing, Quality, and Finance processes. Strong business process modeling, solution architecture, fit-gap analysis, and stakeholder management skills. Excellent communication and executive presentation skills with the ability to influence business and technology leaders. Preferred qualifications

Experience with Microsoft Dynamics 365 Customer Service and/or Dynamics 365 Field Service.