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

Teradyne•Plano, TX

17d•Onsite

About The Position

Teradyne’s Global Customer Support team is hiring a Customer Production Support Manager to lead the existing field production support organization serving customers in the Dallas–Fort Worth area, Austin, Texas, and the East Coast. Based at the Teradyne Plano, Texas office, the manager leads Field Production Support Team Leads and, through them, Production Support Engineers supporting UltraFLEX, UltraFLEXplus, Eagle, and legacy ATE platforms, 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, and reports to the US Operations Manager. The manager is responsible for team development and regional service delivery, including execution of Operational Support Services commitments, escalation management, monitoring performance indicators, and driving corrective and continuous-improvement actions. The role owns regional budgeting and forecasting, manages cost and productivity, and works with Finance on reporting and compliance. It also maintains key customer relationships, supports executive business reviews and service-contract renewal negotiations, and coordinates with worldwide account teams and internal Sales, Marketing, Engineering, and Operations partners. The position is based on-site in Plano and requires approximately 30% travel. The role is not eligible for visa sponsorship. The base salary range is $134,500–$215,200, with eligibility for discretionary bonuses based on financial performance.

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 8 years of relevant experience supporting ATE or semiconductor capital equipment in a high-volume manufacturing environment.
At least 5 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 on-site from the Teradyne Plano, Texas office.
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, UltraFLEXplus, Eagle, or other legacy Teradyne platforms.
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 methodologies, 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 through 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 requirements.
Foster accountability, knowledge sharing, standard processes, and continuous improvement across the region.
Make staffing, hiring, and resource-allocation decisions with HR and senior management.
Own regional execution of contracted and value-added Operational Support Services commitments and ensure consistent, high-quality service delivery across assigned accounts.
Serve as the second-level escalation point for production-impacting issues, supporting Team Leads and engaging senior management and cross-functional partners as needed.
Monitor regional KPIs and system-performance data, including uptime, response and resolution times, and customer satisfaction; identify trends and drive corrective and improvement actions to closure.
Promote structured problem-solving and quality methodologies, including 8D, root cause analysis, 5 Whys, and Six Sigma.
Own 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 and drive efficiency improvements without compromising quality or 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 with Team Leads.
Oversee customer expectations, escalations, and regional action items, ensuring clear communication of status, risks, priorities, and improvement actions.
Support Marketing and Account Managers during service-contract renewal negotiations by providing operational data and other relevant information.
Collaborate with worldwide account teams, Sales, Marketing, Engineering, and Operations to align regional execution with global strategy.