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Customer Production Support Engineer

ID:  5072
Function:  Engineering
Location: 

Plano, TX, US


We are the global test and automation specialists, powering next-generation technologies through sophisticated solutions. Behind every electronic device you use, Teradyne's test technology ensures your device works right the first time, every time! Our portfolio of automation solutions help manufacturers to develop and deliver products quickly, efficiently and cost-effectively. Together, Teradyne companies deliver manufacturing automation across industries and applications around the world!

Responsibilities 

•    Provide technical support to customer and field team either on-site or through phone or email. Participate in cost reduction and productivity improvement programs initiated.
•    Participate and provide assistance to peers in 24x7 on-call services where necessary
•    Able to make travel to assist regional teams.
•    Active in sharing technical knowledge/breakthroughs with peers and technicians during team meetings.
•    Active contributors of solutions to e-Knowledge.
•    Able to identify issues that require escalation with the team.
•    Uphold Teradyne and respect customer core values at all times.
•    Apply a structured approach to problem-solving.
•    Sensitive to the needs in communication and effective follow-up till resolution of issues.
•    Effective in handling situations in crisis by following applicable Teradyne process (e.g., SPR) 
•    Self-driven in pursuing technical knowledge related to the job.
•    Able to use TDE tools to capture test environment for PCFD cases.
•    Identifying the cause of 10% of all PCFD cases; make recommendations in solving PCFD cases.
•    Support new test program release, debug & correlation: follow the procedure for production release under the guidance of the test program developer.
•    Understand handler/prober interface and communication protocol.
•    Able to troubleshoot down to load board level
•    Assist customer in device failure analysis: Knowledge of customer devices.
•    Debugging license/Custom IGXL library (e.g., ESA, SSL) 
•    Provides solutions to new and undocumented technical and work process problems in local accounts.
•    Demonstrate a good understanding of problem-solving techniques in resolving technical and work process problems.
•    Identifies and defines problems and determines an appropriate approach for solving problems by selecting the best options.
•    Constantly align work procedures and expectations with customers and field team leaders in alignment with the changing needs and expectations of the dynamic business environment.
•    Work is reviewed by customers and field leaders.
•    Frequent inter-organizational and local key customer/supplier contacts.
•    Capable of influencing customers.
•    High Impact team contributor to regional accounts and field team 
•    Contributes to the achievement of Field and customer goals
•    Work effectively with customers and cross-functional team


Requirements
•    BS in Electronics Engineering or Master.
•    BS in Electrical Engineering or Master.
•    BS in Physics or Master.
•    Diploma in Electronics  with defined years of  service in Teradyne 
•    University graduate
•    Service Engineer with 1+ years of working experience in a production support environment with outstanding performance

 


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