Services Principle Functional Architect

Key Skills

AI Robotic systems, Design, Effective communication skills, Management, Salesforce, SAP

Job Description

The Service Functional Architect is a self-motivated individual who challenges the status quo and drives innovation. This is a role best suited for high-performers, problem solvers, and innovators with leadership qualities. This leader will play a critical role in Lam’s multi-year Digital Transformation (DT) journey in the Aftermarket Service process.

Designing and implementing the service functional architecture, collaborating with stakeholders, understanding business requirements, and translating them into effective solutions on CRM & ERP platforms.

Identifying opportunities to streamline and optimize the service business processes; recommending best practices, and process improvements, and leveraging automation capabilities within the system.

The Service Functional Architect will work closely with Lam’s Customer Service Business Group (CSBG) executives, DT Leads, Business Process owners, Business & Systems Analysts, Functional/Enterprise Architects, and Consulting partners. The ideal candidate’s background will demonstrate an ability to partner with both Operations & Technology teams in architecting and implementing scalable processes and technologies to address business needs and enable tangible business outcomes. 

The candidate must have deep experience in implementing the Aftermarket Service solutions for Customer Interaction Center; Deal Management; Solution Sales offering; Contract & Entitlement Management; Service Order Management, Field Service Delivery & Execution; Install Base Management; Software subscriptions & billing (services/advanced services).

Cont. Job Responsibilities

Working closely with business stakeholders to gather requirements, understand their needs, and translate them into functional designs. Ensure that the designed solutions align with the organization's service strategies and objectives.

Leading with architectural thought leadership to analyze multiple solution options and assess technology platforms, model through proof-of-concepts, and implement new processes and tools to maximize business benefits and achieve capability roadmap objectives.

Providing oversight for the implementation of the CRM & ERP systems, collaborating with technical teams and functional consultants. This involves configuring the system, integrating with other modules, and performing testing to ensure a smooth deployment. 

Appling new dimension tools and concepts such as robotic process automation, process mining, data mining, while adding value to the business process & solutions. 

Drawing out detail process flows, solution design & architecture, fit-gap analysis, integration design, solutions assessment matrix

Minimum Qualifications

Bachelor’s Degree and 10+ years of equivalent work experience in a related field required. 

15+ years’ experience required focus emphasis on implementing CRM, CPQ and ERP systems in a manufacturing environment for service processes.

Hands-on experience working on a CRM system such as SFDC, SAP C/4, MS Dynamics or equivalent. CPQ system such as SAP CPQ (formerly Callidus), Salesforce CPQ (formerly SteelBrick) or equivalent. 

Experience in implementing Customer Interaction Center (Case Management) and Contract Management functionality in a CRM system and with CRM & CPQ application with Deal Management capabilities. 

Experience with Solution Sales Offering to combine hardware, software, and services with subscription billing. Knowledge and experience of downstream execution of Field Service Management with Service Part Management. 

Ability to draw out detail process flows, solution design & architecture, fit-gap analysis, integration design, solutions assessment matrix

Preferred Qualifications

Experience in designing service processes for Semiconductor Equipment Manufacturers, Medical Equipment Manufacturers, or other equipment manufacturers

Ability to effectively communicate, both verbally and in writing, at all levels including customers, vendors, peers, business stakeholders and management 

10+ yrs of SAP CRM & ECC Service experience preferred

3 - 5 years SAP S4 Hana experience strongly preferred

SAP S/4 experience with at least one full implementation– Customer Management & Service. 

Strong and deep integration experience of Aftermarket service line of business and the integrations with Sales, Service Parts Management, Logistics Execution, Global Trade, Quality and Finance. 

Experience in managing and leading large programs & projects. Self-directed with experience in managing priorities and timelines and evaluating multiple technology platforms 

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.