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Product Support Manager

ID:  5676
Function:  Operations

San Jose, CA, 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!

Product Support Group Manager

Proactive, factory-based product support group (PSG) leadership role in the following areas:
Manages factory based and regional product support engineers locate in various regions.
Manages customer requests and product escalations in assigned regions.
-    Service emergencies 
-    Escalation point to drive progress or resolve critical issues
-    Conduct online and face-to-face (post pandemic) customer meetings
-    Conduct weekly online meeting with regional field service/sales managers

Provide product support to first time/customer installations (PIP) and to all active installed base.
Support of new and existing mechanical interface products (all Magnum tester platforms)
Coordination with test cell partners (Probers / Handlers / Manipulators) on integration projects.
Define and execute product upgrade strategy and spare level planning activities, working closely with Finance, Planning, and Operations.
Leading the collection, summary, analysis, corrective actions, and reporting of data in alignment with Engineering, Operations, and Sales.
Manage and deployment of expert support personnel to ensure the success of new or strategic customer installations in assigned region, including integration with third party equipment such as probers, handlers, and optimizing footprint, ceiling height, power consumption, facilities, and so on.
Participate in documentation and training strategy and execution related to site prep, maintenance, and so on delivered to internal PSI engineers and customers.
Collaboration with applications and repair team on problems that fall in the cracks between hardware and software, like diagnostic escapes- PCFD and NFF.
Manages service bulletins and product change notices to customers

Basic qualifications and skills:
8-20 years of experience in the technical product support or customer service space.
Technical knowledge of semiconductor automated test equipment (ATE) desired.
Demonstrated problem solving, scientific experimentation and troubleshooting leadership skills to figure out complex issues.
Proven ability to communicate proactively, clearly and concisely to upper management.
High customer credibility and relationship building experience.
Demonstrated ability to collaborate across departments and influence others.
Strong communication, organizational and multi-tasking ability.
Strategic thinking, planning and execution.
Ability and track record to clearly commit and meet schedules.
Worldwide travel (10%-30% post-pandemic), meeting customers, and doing business with international partners.
Proactive self-management to drive progress on all issues and ensure no balls are dropped even without micromanagement from above.


BS or MS in Mechanical, Electrical or Computer Engineering.

Nearest Major Market: San Jose
Nearest Secondary Market: Palo Alto

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