Customer Production Support Engineer - Teradyne

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 (https://www.teradyne.com/) 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




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Current openings may involve access to export controlled technology and may be subject to export licensing requirements prior to employment. ATTENTION APPLICANTS WITH DISABILITIES: If you’re unable to access our on-line application due to a disability you may visit one of our locations or our Corporate Office at 600 Riverpark Drive, North Reading, MA and request a paper application form. In addition, you may also contact the HR Service Center at 978-370-3041 or contact them at HR.Service.Center@teradyne.com for additional assistance. LitePoint, a Teradyne Company is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, age, disability status, protected veteran status, or any other characteristic protected by law. We are a VEVRAA Federal Contractor.