Customer Production Support Manager(GCS,Chengdu/Tianjin)

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Date: Nov 5, 2024

Location: Chengdu, SC, CN

Company: Teradyne

 

Primary Mission

  • Ultimate mission is to gain / protect customer satisfaction as well as our regional / account service business growth
  • Single accountability for successful execution & delivery of all GCS activities within accounts (worldwide)
  • Lead and manage highly motivated and skilled team of Production Support Team Leads (Capability development)
  • Integrate all support resources needed for accounts operational success
  • Participate in the WW GCS business development strategies and initiatives

Major Responsibility

Single accountability and ownership for the GCS related GOALs (Customer Satisfaction, Business Development) 

  • Successful delivering of all aspects of GCS services activities within an account/region (aligned with worldwide HQ accounts)
  • Customer focus to ensure a high customer satisfaction
  • Drive a profitable GCS business through execution and efficiency in delivering the different aspects of GCS offering to meet customer needs (active manage the teams cost and income)
  • Overseeing GCS execution/delivery performance and adapting service offering to meet customer's needs
  • Active management of HQ account needs and escalation management (find help in other teams as SEG and PSG whenever needed
  • Owns all regional customer related production support issues until they are closed

Support account sales manager and active participation in account support strategy

  • Participate in development of account support strategy (local/HQ)
  • Play an active role (together with the GCS TL) in preparing and defining sales strategy for Teradyne service products, especially in the customer support contract negotiation phase
  • Communicate and deploy account support strategy within Production Support team
  • Develop relationship with customer (as defined in account plan; focus on technical/operation decision makers)

Lead and manage highly motivated and skilled team of Production Support TeamLeads (Capability development).

  • Manage / assess / develop team members
  • Coach the team leads actively
  • Proactively plan and develop future needed skills
  • Train and ensure compliance with policies and best practices within team
  • Integrate with all teams within GCS (CSO, Marketing) to achieve our GOALs
  • Able to think strategically to develop a regional business strategy

Metrics

    • Operational metrics for tracking delivery (OTD, DOA, OEE, uptime, MTBF, etc.) as agreed with customer
    • Customer satisfaction metrics as defined in the CS process
    • Annual Goals as discussed within the GCS management team and aligned to the GCS and corporate Goals

Skills:

Solid understanding of our GCS Strategy, Initiatives and Goals:

    • Deep understanding of GCS service offerings and able to integrate services into an account.
    • Engage in performance and business related discussion with customer to achieve win-win outcome
    • Ability to evaluate support and technical team assembly within account
    • Being able to assess capabilities of team leads and engineers
    • Apply coaching and development to team members
    • Being able to apply judgement for effective escalation trigger and management
    • Business and customer focused
    • Able to develop a strategy to achieve our Goals and targets

Strong communication/negotiating skills, in order

    • To communicate effective to customers
    • To negotiate for a Win-Win outcome to delivery a profitable OSS service in an account
    • To communicate within the team
    • To communicate with sales and TER management

Solid customer handling skills

    • Effective expectation setting
    • Effective process and escalation management
    • Relationship building

Effective team manager and coach

Apply “structure” in dynamic customer environment

Passion to win

Requirement

  • This is business manager role with overall semi networking view.
  • Minimum 5 years experience in leading a team of individual contributor or leads.


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