Field Service Manager

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Organization and RoleThe Teradyne Field Service team is looking for a highly-motivated, energetic, technically driven Field Service Manager in Taiwan .

• This is a managerial position (first level of production support management / full supervision) – resource management, manage customer updates, contacts and requests
• Some elements for direct technical execution (hands-on work) can be included as long as it does not negatively impact the ability to manage the team, projects and customer work .
• Initiate, Integrated in and communicate
• MAP (performance reviews)
• Salary increases
• Promotions
• Disciplinary actions,
• Discussion and decision making on terminations, employment
• Scheduling and approving extra hours (weekends, holidays work) in case of urgencies
• Supervision is provided directly

Primary Mission

• Ultimate mission is to gain / protect account service growth for Teradyne Operational Support Services or SOW offerings
• Successful execution & delivery of all OSS activities within region/accounts
• Understanding and implementing value-added offerings in our OSS contracts (HQ and local)
• Tactical execution: Lead and manage highly motivated and skilled team of Production Support engineers (Capability development). Integrate all support resources needed for accounts operational success

This individual will report directly to the Field Service Regional Manager.ResponsibilitiesSingle accountability and ownership for the Operation Support Service (OSS)

• Successful delivering of all aspects of OSS services activities within an accounts (aligned with worldwide HQ accounts)
• Understand and align with Teradyne OSS business through execution and efficiency in delivery the different aspects of OSS offering to meet customer needs.
• Execute with the various support teams within Teradyne to deliver on Teradyne commitment to customer (Apps, HW, Test Cell, Vision, PSG, Factory). This includes all technical resources engaged with account (even not reporting into team)
• Execute and deliver on OSS commitments (including value-added activities) and adapting service offering to meet customer’s needs
• Execute on production technical support activities at the account
• Active management of account needs and escalation management
• Prepare the customer business update meeting to discuss action items, set expectations right and work on creating the right perception on customer site
• Update action items during the customer satisfaction assessment discussion – actively work on customer satisfaction improvement

Understand accounts support strategies

• Play an active role in preparation for selling Teradyne service products, especially in collection and preparation process for negotiation of new and/or renew existing service contracts (local and HQ)
• Communicate and deploy account support strategy within field service team
• Develop relationship with customer (as defined in account plan; focus on technical/operation decision makers)
• Work with the customer test floor management and the test engineering management on understanding their needs

Lead and manage highly motivated and skilled team offield serviceengineers (Capability development).

• Manage / assess / develop team members
• Proactively plan and develop future needed skills
• Integrate all technical resources needed for account success.
• Train and ensure compliance with policies and best practices within team

Qualifications/Skills

• Understanding of the automated test equipment or system level test industry plus .
• Understanding of time-to-market, cost-of-test, yield management, and relevant production concepts .
• Able to engage with customer on Field service, OSS service offerings that can bring value to customer and meet their needs their accounts.
• Engage with customer to understand their needs that Teradyne OSS can address or adapting our services to meet customer needs
• Able to deliver services to meet and exceed the needs in the life cycle of device production cycle in account such as offloading from engineering to production, production ramp needs, debug/troubleshooting, resolving Pass-Checker-Fail-Device(PCFD) issues, production automation needs, etc.
• Ability to evaluate support and technical team assembly within account
• Being able to assess technical capabilities of team members
• Apply technical coaching and development to team members
• Being able to apply judgement for effective escalation trigger and management

Strong Communication/negotiating Skills, In Order

• To communicate effective to customers
• To communicate within the team
• To communicate with sales and 1st line management
• Communicate effectively on the value-add services delivered
• To renew or present new Tester Support Agreements

Solid Customer Handling Skills

• Effective expectation setting
• Effective process and escalation management
• Relationship building

Effective team manager and coachBasic Qualifications, Experience, Skills & Education Required

• Minimum 10 years with field support and 5 years in managing.
• Bachelor or master degree of Electr ical/ Mechanical Engineering from an accredited university required.
• Language Skills – Demonstrable ability to read, communicate, analyze and interpret technical documents in English
• Strong commitment to product quality.