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

Teradyne•Plano, TX

5h•$134,500 - $215,200•Onsite

About The Position

Teradyne is hiring a Customer Production Support Manager for its Global Customer Support team. Based at the Plano, Texas office, this position leads the existing field production support organization serving customers in the Dallas–Fort Worth area, Austin, Texas, and the East Coast. 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 reports to the US Operations Manager and works closely with Global Customer Support leadership. The manager translates customer production priorities into regional staffing, service-delivery, and improvement plans. The role combines organizational leadership, service operations, financial management, customer engagement, and cross-functional coordination to support sustained operational performance. The position requires working on-site at Teradyne’s Plano office and traveling approximately 30% of the time. It is not eligible for visa sponsorship.

Requirements

Bachelor’s degree in electrical engineering, electronics engineering, physics, business, or a related field, or equivalent directly applicable experience in 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 at 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 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 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 needs.
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, and ensure consistent, high-quality delivery across assigned accounts.
Act as the second-level escalation point for production-impacting issues and engage senior management and cross-functional partners when 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.
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 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 with operational data and other relevant information.
Collaborate with worldwide account teams, Sales, Marketing, Engineering, and Operations to align regional execution with global strategy.