Customer Production Support Manager (Global Customer Service) - Irvine, CA

Teradyne•Irvine, CA

17d•Onsite

About The Position

Teradyne’s Global Customer Support team is hiring a Customer Support Production Manager Level 1 to lead the existing field production support organization serving customers from Tijuana, Mexico to Northwest California, as well as Arizona. Based at Teradyne’s Irvine, California office, this leader manages Field Production Support Team Leads and, through them, Production Support Engineers supporting UltraFLEX, UltraFLEXplus, Eagle, and other legacy ATE platforms, systems, and test fixtures. The role translates customer production priorities into regional staffing, service-delivery, and improvement plans, and integrates organizational leadership, service operations, financial management, customer engagement, and cross-functional coordination. The position partners closely with Global Customer Support leadership and reports to the US Operations Manager. The manager leads and develops Team Leads, oversees the broader organization’s capability and capacity, and fosters accountability, knowledge sharing, standard processes, and continuous improvement. The role owns regional execution of Operational Support Services commitments, monitors KPIs and system performance, manages escalations, and applies structured problem-solving and quality methods. It also owns the regional budget and forecasts, manages cost and productivity, engages with customer stakeholders, and coordinates with worldwide account teams and internal functions. The position requires on-site work at the Irvine office and approximately 30% travel. The role is not eligible for visa sponsorship. The base salary range is $134,500–$215,200, with discretionary bonus eligibility 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 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 on-site from the Teradyne Irvine, California 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/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, including onboarding, performance management, goal setting, and succession planning.
Oversee the capability, capacity, and engagement of Production Support Engineers through Team Leads, ensuring skills align with customer and business requirements.
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, and ensure consistent, high-quality delivery across assigned accounts.
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.
Champion 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, improving efficiency without compromising quality or customer satisfaction.
Approve regional expenditures, overtime, and resource decisions within delegated authority, and 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 alongside Team Leads.
Oversee regional customer expectations, escalations, and action items, communicating status, risks, priorities, and improvement actions.
Support Marketing and Account Managers during service-contract renewal negotiations by providing relevant operational data and information.
Collaborate with worldwide account teams, Sales, Marketing, Engineering, and Operations to align regional execution with global strategy.