Customer Production Support Manager (Global Customer Service) - Austin, TX

Teradyne•Austin, TX

14d•Onsite

About The Position

Teradyne’s Global Customer Support team is hiring a Customer Production Support Manager to build and lead the field production support organization serving a local customer. The manager leads Field Production Support Team Leads and, through them, Production Support Engineers who support UltraFLEX and UltraFLEXplus automated test equipment (ATE) systems and test fixtures. The role combines organizational leadership, service operations, financial management, customer engagement, and cross-functional coordination. It translates customer production priorities into regional staffing, service-delivery, and improvement plans. The manager leads and develops Team Leads, oversees the broader engineering organization’s capability and capacity, and makes staffing and resource-allocation decisions with HR and senior management. The role owns regional Operational Support Services commitments, monitors operational KPIs, handles escalations, and drives corrective and continuous-improvement activities. It also manages the regional budget and forecasts, oversees service costs and productivity, and contributes business cases for staffing, capital, and service-product investments. The manager builds relationships with customer stakeholders, participates in executive-level business and satisfaction reviews, manages expectations and escalations, and supports service-contract renewal negotiations. The position collaborates with worldwide account teams and Teradyne’s Sales, Marketing, Engineering, and Operations organizations. The successful hire will initially train at Teradyne’s Austin, Texas facility for approximately one year, from late calendar year 2026 through late calendar year 2027, then relocate to another Texas-based location and work from that area. The role requires approximately 30% travel and is not eligible for visa sponsorship.

Requirements

Bachelor’s degree in electrical engineering, electronics engineering, physics, business, or a related field, or equivalent experience directly applicable to semiconductor test, capital-equipment service, or production-support leadership.
At least eight years of relevant experience supporting ATE or semiconductor capital equipment in a high-volume manufacturing environment.
At least five years of people-management experience, including leading Team Leads, supervisors, or managers as well as individual contributors.
Demonstrated experience managing budgets and forecasts, with responsibility for regional or business-unit financial performance.
Experience with escalation management, service operations, and production improvement activities.
Strong written and verbal communication skills, sound judgment, customer focus, and ability to work effectively with engineering, factory, sales, service, finance, and customer stakeholders.
Willingness and ability to work from the Teradyne Austin, Texas office for several quarters during onboarding and training.
Willingness and ability to travel approximately 30% of the time to support customer, team, and business needs.

Nice To Haves

Hands-on familiarity with ATE platforms such as UltraFLEX or UltraFLEXplus.
Experience with financial planning tools and workforce or capacity planning in a service organization.
Prior experience in customer-facing service leadership roles or service-contract renewals.
Familiarity with structured problem-solving methods, including 8D, root cause analysis, 5 Whys, and Six Sigma, as well as ticketing and workflow tools.

Responsibilities

Lead, coach, and develop Field Production Support Team Leads, including onboarding, performance management, goal setting, and succession planning.
Oversee the capability, capacity, and engagement of Production Support Engineers through Team Leads, aligning skills with customer and business needs.
Promote accountability, knowledge sharing, standard processes, and continuous improvement across the region.
Make staffing, hiring, and resource-allocation decisions in partnership with HR and senior management.
Own regional execution of Operational Support Services commitments, including contracted and value-added activities.
Serve as the second-level escalation point for production-impacting issues and engage senior management and cross-functional partners as needed.
Monitor regional KPIs and system-performance data, identify gaps and trends, and drive corrective and continuous-improvement actions to closure.
Promote structured problem-solving and quality methods, including 8D, root cause analysis, 5 Whys, and Six Sigma.
Manage the regional budget, including annual planning, quarterly forecasting, and monthly variance analysis for labor, travel, spare parts, and operating expenses.
Manage cost-of-service and productivity metrics, improving efficiency while maintaining quality and customer satisfaction.
Approve regional expenditures, overtime, and resource decisions within delegated authority; partner with Finance on reporting and compliance.
Provide financial inputs and business cases for headcount growth, capital requests, and service-product investments.
Build and maintain relationships with key customer stakeholders and participate in executive-level business and satisfaction reviews.
Oversee regional customer expectations, escalations, and action items, ensuring clear communication of status, risks, priorities, and improvement actions.
Support Marketing and Account Managers during service-contract renewal negotiations with relevant operational data and information.
Collaborate with worldwide account teams, Sales, Marketing, Engineering, and Operations to align regional execution with global strategy.