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
Metrics
- 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
Skills:
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
