Customer Production Support Manager(GCS,Chengdu/Tianjin)
Apply now »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
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- 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:
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- 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
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- 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
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- 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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