Customer Production Support Engineer

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!

Teradyne's Global Customer Services (GCS) is hiring a Customer Production Support Engineer Team Lead in Plano, Texas. In this role, you'll supervise a team of field engineers supporting Eagle Test and IG-XL Platforms (FLEX, UltraFlex, UltraFlexPlus, J750) in the region. Coordinate with internal and external customers worldwide. Join us in delivering top-notch customer support.

Responsibilities:

• Discuss, understand, and assess technical customer requests, including bug and feature requests, with engineering teams, summarize feedback and status information for customer and account management, and set expectations.

• Work with various support teams within Teradyne to deliver Teradyne commitments to customers (Apps, HW, Test Cell, PSG, Factory), including all technical resources engaged with accounts.

• Execute production technical support activities for the account.

• Conduct internal meetings with the Product Support Group, Sustaining Engineering, Software Engineering, Planners, Repair Managers, Program Managers, and Production Support Managers to review customer bugs, feature requests, platform issues, and concerns to build a plan of improvement, success, and implementation.

• Successfully deliver all aspects of OSS services activities within an account and ensure alignment with worldwide HQ accounts.

• Understand and align with Teradyne OSS business through execution and efficiency in delivering the different aspects of OSS offerings to meet customer needs.

• Execute and deliver OSS commitments, including value-added activities, and adapt service offerings to meet customers' needs.

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

• Update action items during the customer satisfaction assessment discussion and actively work on improving customer satisfaction.

• Actively manage account needs and escalation management.

Skills:

• Solid understanding of Operation Support Services (OSS)

• Solid customer (external and internal) handling skills

• Strong written and verbal communication/negotiation skills

• Effective team manager and technical coach

Basic Qualifications:

• Bachelor's degree in Electronics Engineering, Electrical Engineering, or related field

• 10+ years of relevant experience

• Familiarity with Teradyne ATE platforms such as EagleTest and IG-XL Platforms

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