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    Customer Production Support Engineer - San Diego, United States - Teradyne

    Teradyne
    Teradyne San Diego, United States

    3 weeks ago

    Default job background
    Description
    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


    The Teradyne Global Customer Support Team (GCS) is looking for a highly-motivated, energetic, technically driven Field Production Support Team Lead.

    In this role as a Team Lead, you will work closely with our field engineering team to support our UltraFlex and EAGLE integrated ATE systems and Test Fixtures, including our Spectrum system product line.

    Coordinate internally and externally worldwide for alignment. This is a first level managerial position of Global Customer Services.

    Responsibilities

    Lead and manage highly motivated and skilled team of Production Support Engineers (Capability development)
    Successfully deliver all aspects of OSS (Operation Support Service) activities within accounts (aligned with worldwide HQ accounts)

    Align with Teradyne OSS business through execution and efficiency in delivery the different aspects of OSS offering to meet customer needs.

    Execute and deliver OSS commitments (including value-added activities) and adapt service offering to meet customer needs.
    Execute production technical support activities.
    Active management of account needs and escalation management
    Oversee customer system performance data and drive correction actions as needed

    Prepare the customer business update meeting to discuss action items, set expectations and work on creating the right perception with customers.

    Update action items during the customer satisfaction assessment discussion – actively work on customer satisfaction improvements.
    Play an active role in preparation for selling Teradyne service products, especially in collection and preparation process for negotiation of new and/or renew existing service contracts (local and HQ)
    Communicate and deploy account support strategy within Production Support team

    Skills

    Engage with customers to understand their needs / bug- and feature requests that Teradyne can address.
    Summarize feedback and status information to customer and account management and set right expectations.
    Resolving Pass-Checker-Fail-Device (PCFD) issues, production automation needs, etc.
    Apply technical coaching and development to team members

    Basic Qualifications

    Degree in Electrical, Electronics
    5+ years of relevant experience
    Escalation management experience
    Familiarity with ATE platforms such as: Flex, UltraFlex, UltraFlex Plus
    Strong written and verbal communication skills with customer focus

    #J-18808-Ljbffr
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