Senior Product Support Engineer / Team Lead (Memory Test Division - San Jose, CA

Teradyne•San Jose, CA

2d•Onsite

About The Position

The Senior Product Support Engineer / Team Lead supports Teradyne Memory Division–Nextest products and customers from San Jose, California. The role manages customer requests, product escalations, and service emergencies, coordinating with field teams and factory teams to ensure timely resolution. It also supports the installed base, product upgrades, spare-parts planning, mechanical interface products, training, installations, and international customer activities. The position may serve as a resource for less-experienced colleagues and coordinate small projects with manageable risks and resource requirements. Worldwide travel of up to 20% is expected. The company is considering candidates local to the position location and does not provide relocation. Visa sponsorship is not available.

Requirements

7–15 years of product support or service experience in the semiconductor test industry.
Strong communication, organizational, and multitasking abilities.
Ability and track record to clearly commit to and meet schedules.
Ability to travel worldwide up to 20%, meet customers, and conduct business with international partners.
Bachelor’s degree in Engineering or Computer Science, or equivalent work experience.
Must be local to the position location; relocation is not provided.
Must not require visa sponsorship.

Nice To Haves

Bilingual ability in English and Mandarin Chinese is preferred.

Responsibilities

Manage customer requests, product escalations, and service emergencies.
Coordinate with Field Team (Sales and Service) and Factory Team (Product Engineering, Design Engineering, and Business Development/Marketing) to address customer requests and escalations in a timely manner.
Coordinate product upgrade strategy and spare-level planning activities.
Create and manage new Field Replacement Units (FRUs) in the FRU database as required.
Provide product support to the installed base.
Support new and existing mechanical interface products.
Support Engineering with customer floor plans and first-site kit development.
Support outgoing quality inspection and shipment of spares and EAUs.
Coordinate collection, summarization, evaluation, corrective actions, and reporting of data with Engineering, Operations, and Sales.
Coordinate with test cell partners, including probers, handlers, and manipulators.
Create and provide product training documents and procedures to the field team.
Coordinate and support PUP and PIP activities at international sites as needed.
Travel worldwide for training, support, and installation activities.
Participate in new product definition and coordinate EHS requirements between Engineering and customers.
Perform other product-support and customer-support assignments as required.
Act as a resource for colleagues with less experience and may coordinate small projects with manageable risks and resource requirements.