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

Teradyne • Irvine, CA

5h • $134,500 - $215,200 • Onsite

About The Position

Teradyne’s Global Customer Support team is hiring a Customer Production Support 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, the manager leads 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 reports to the US Operations Manager and partners closely with Global Customer Support leadership.

The manager combines organizational leadership, service operations, financial management, customer engagement, and cross-functional coordination. The role translates customer production priorities into regional staffing, service-delivery, and improvement plans to sustain operational performance. It owns regional Operational Support Services commitments, budget and forecasting, customer escalations, service quality, and team development. The position requires onsite work in Irvine and approximately 30% travel.

Teradyne is a global provider of test and automation solutions. Its Production Support & Interfacing division provides service solutions for Teradyne test systems in more than 47 countries, delivered by over 1,450 professionals. The role offers structured onboarding and training, executive-level customer exposure, leadership development opportunities, regional budget and service-delivery ownership, and collaboration with worldwide account teams and other functions.

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 in addition to 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 onsite from the Teradyne Irvine, California office.
• Willingness and ability to travel approximately 30% of the time to support customer, team, and business needs.
• This position is not eligible for visa sponsorship.

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 through onboarding, performance management, goal setting, and succession planning.
• Oversee the capability, capacity, and engagement of the broader Production Support Engineer organization 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 in partnership with HR and senior management.
• Own regional execution of Operational Support Services commitments, including contracted and value-added activities, ensuring 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 completion.
• 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 alongside Team Leads.
• Oversee customer expectations, escalations, and action items across the region, 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.

Benefits

• Medical, dental, and vision benefits.
• Flexible Spending Accounts.
• Retirement savings plans.
• Life and disability insurance.
• Paid vacation and holidays.
• Tuition assistance programs.
• Discretionary bonus(es) based on financial performance.
• Structured onboarding and training with Global Customer Support leadership.
• Leadership development and opportunities to grow into broader management roles at Teradyne.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager