Customer Production Support Manager

Date: Nov 18, 2023

Location: Seocho-Gu, Seoul, KR

Company: Teradyne

Primary Mission

Support our Memory Customer and associated Account teams in achieving their business targets
Help to gain / protect account service growth for Teradyne Production Support Activities
Focus on customer satisfaction
Lead and manage highly motivated and skilled team of Production Support engineers (Capability development). Integrate all support resources needed for accounts operational success

Major Responsibilities

Accountability and ownership for the Production Support (PS) Activities

Support all Production Support activities within an account/region (aligned with worldwide HQ accounts)
Establish, Oversee and Maintain a profitable PS business to meet customer needs
Build and develop a team of engineers to support all production support related customer requests (service, interface and application related production support)
Establish and maintain the relationship to other groups (i.e. SEG, PSG) to coordinate escalations
Focus on customer satisfaction
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) as a partner of the sales team
Partner with the sales team during the support contract negotiation phase to achieve a contract closure aligned with the account and PS business strategy
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 a highly motivated and skilled team of Production Support engineers (Capability development).

Manage / assess / develop team members
Proactively plan and develop future needed skills
Train and ensure compliance with policies and best practices within team



Operational metrics for tracking delivery (OTD, DOA, OEE, uptime, MTBF, etc.) as agreed with customer
Customer satisfaction metrics, as agreed with account sales manager
Measure, communicate and synthesize value-added activities delivered into the account



General Skills

Application Background – memory test application skills are helpful but not required
5 years Management experience to lead a team of engineers and manage a support business
Able to synthesize data to report to senior management and to customer management
Able to build business relationships (internal and external)
Knowledge in Excel and Office365
Ability to assess technical capabilities of team members
Apply technical coaching and development to team members
Process development and management skills
Escalation Management skills


Communication/negotiating skills

English language skills (speaking and writing)
Able to lead internal team meetings and customer update meetings

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