Technical Support Manager

Cohu • San Diego, CA

1d • Hybrid

About The Position

The Technical Support Manager will be responsible for managing the COHU THG Technical Support team to align with company objectives. This role involves guiding the team to leverage their product and customer knowledge to enhance pre-sales, post-sales, and product management effectiveness. The manager will ensure the continuous development of Technical Support Specialists to improve the team's quality and efficiency. Key responsibilities include managing escalations within required schedules and collaborating closely with internal and external stakeholders such as Engineering, Operations, Indus, QA, Product Management, Field Service Engineers (FSE), Sales, and customers. A primary goal is to continuously improve Cohu products and work towards achieving Zero Defects.

Requirements

• BS or BA degree in Electrical/Electronics/Mechatronics Engineering or an equivalent combination of related education, training and experience.
• Minimum of three years of relevant experience and success in working in a technical product or sales role with major or strategic customers (internal or external) in the semiconductor test industry.
• Experience in a technical sales, service, program management, engineering, or related role is required.
• Technical sales experience with back-end semiconductor equipment in a factory, with a supplier or as a user is required.
• At least two years of supervisory/leadership experience is required.
• Relevant work experience in the electrical/electronics field; must be able to read and understand circuit diagrams and electrical drawings.
• Possess strong analytical, problem-solving, and interpersonal skills.
• Able to work both individually and as a team.
• Effective English verbal and written communication skills, able to clearly convey information and ideas.
• Hardworking and able to work under high pressure.
• Strong commitment to learning and continuous improvement.
• Ability to be effective and lead successfully in a dynamic global environment is required.
• Strong interpersonal, communication (written and oral) and negotiating skills.
• Understands and applies “situational leadership” and has the ability to interact effectively with all levels of employees and management, and with the customer.
• Strong organizational and problem solving skills.
• Maintains a sense of urgency and motivates others to achieve objectives.
• Proficient with Microsoft Office applications, especially Excel and PowerPoint presentations.

Nice To Haves

• Experience in PID regulation for position control, temperature control, PLC (Programmable Logic Controllers) and electrical installations for automation equipment would be an advantage.
• Knowledge in motion control, automation components like AC & DC motors, bus communication, sensors, cables & connectors, etc.
• Exposure to automation or the semiconductor industry is an advantage.
• Knowledge of Oracle helpful.

Responsibilities

• Responsible for the resource management and escalations of the Technical Support team.
• Set-up and maintain the Technical Support team.
• Plan and control Technical Support team budget.
• Manage department’s KPIs.
• Escalation contact (internal and external) for technical customer issues.
• Manage customer problems through to acceptable resolution.
• Escalate issues to senior management when appropriate.
• Prepare and distribute regular reports documenting activities, events and action items.
• Provide system analysis of complex issues coming from external sources (customers, FSEs).
• Bridge engineering, QA department, and field/Sales by providing detailed information on issues using Oracle or other Cohu Quality tools.
• Work closely with Product Management and Technical PreSales/Sales Admin to close the loop between after-sales and new projects/developments.
• Collaborate with engineering, manufacturing, QA department, and Indus on containment and preventive actions.
• Define product improvements and align priorities.
• Active participation in the drive for continuous improvement and Zero Defect of THG products.
• Be part of the ECN process, generate Product Bulletins and organize distribution via appropriate tools.
• Manage the global deployment of solutions to the field & manufacturing.
• Ensure close loop communication with internal/external stakeholders (e.g., customer, sales, engineering, QA, manufacturing).
• Organize efficient & effective structures and procedures for the team.
• Organize regular One on One meetings with all Tech Support Managers/Supervisors and Tech Support Specialists (direct reports only).
• Organize and lead performance reviews (P&DR) and merit reviews.
• Organize high-level Service Training for FSE’s and customers.
• Support department audits such as ISO/Sarbox.
• Support other departments by generating work instructions (DAQ/FAQ/IAQ etc.) related to Technical Support tasks.
• Work on continuous improvement of existing processes.
• Approve work instructions/documents via the appropriate tool.
• Define scope, staffing, job descriptions, schedule, micro process, team size, Tech Supports per product, and participate in job application interviews.
• Plan cross-training/further education in cooperation with HR.
• Develop the team and generate a positive work attitude.
• Perform any tasks assigned from time to time.

Benefits

• Access to THG technical documents (specs, drawings, schematics) required to complete the objective and responsibilities.
• Authorized for the leave and travel planning of the Technical Support team.
• Technical clarification and approval of Warranty Orders as per Cohu global approval matrix.

What This Job Offers

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