About this role
Teradyne: Global Leaders in Test and Automation
Teradyne is a global authority in test and automation, driving next-gen technology with advanced solutions. We ensure your electronic devices work flawlessly, and our industrial automation solutions streamline product development and delivery worldwide.
Our Production Support & Interfacing division offers a full range of service solutions, covering Teradyne test systems in 47+ countries. Our services span design, production, testing, and maintenance, delivered by 1,450+ professionals.
We attract, develop, and retain a high-performance workforce, comprised of people with diverse backgrounds and a shared drive for excellence. We strive to foster a positive and inclusive work environment that helps employees, and communities, thrive.
Teradyne (NASDAQ: TER) is a global leader in advanced technology solutions. Our Semiconductor Test business delivers automated test equipment (ATE), including the UltraFLEX and UltraFLEXplus platforms, that helps the world’s leading semiconductor manufacturers ensure the quality and performance of the chips powering today’s electronics. Teradyne also includes a Robotics business (Universal Robots and Mobile Industrial Robots).
Opportunity Overview
The Teradyne Global Customer Support team is hiring a Customer Support Production Manager Level 1 to lead the existing field production support organization that supports customers from Tijuana, Mexico to Northwest California, as well as in Arizona. This leadership role manages Field Production Support Team Leads and, through them, the Production Support Engineers who support UltraFLEX and UltraFLEXplus, Eagle, and other legacy ATE platforms, systems, and test fixtures.
This role integrates organizational leadership, service operations, financial management, customer engagement, and cross-functional coordination. The manager translates customer production priorities into regional staffing, service-delivery, and improvement plans that support sustained operational performance.
This role is based at the Teradyne Irvine, California office, supporting team members and customers from Tijuana, Mexico to Northwest California, as well as in Arizona. You will lead the existing support team serving these customers. The position partners closely with Global Customer Support leadership and reports to the US Operations Manager.
In this role, you will:
Organizational Leadership
- Lead, coach, and develop a team of Field Production Support Team Leads, including onboarding, performance management, goal setting, and succession planning.
- Oversee the capability, capacity, and engagement of the broader Production Support Engineer organization through your Team Leads, ensuring skills are aligned with customer and business requirements.
- Foster a culture of 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.
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Service Delivery & Operations
- Own regional execution of Operational Support Services (OSS) commitments, including contracted and value-added activities, and ensure consistent, high-quality delivery across all assigned accounts.
- Serve as the second-level escalation point for production-impacting issues, supporting Team Leads in resolution and engaging senior management and cross-functional partners when needed.
- Monitor regional KPIs and system-performance data (e.g., uptime, response/resolution time, CSAT), identify gaps and trends, and drive corrective and continuous-improvement actions to closure.
- Champion structured problem-solving and quality methodologies, including 8D, root cause analysis (RCA), 5 Whys, and Six Sigma, across the region.
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Financial Management
- 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, driving initiatives to improve efficiency without compromising quality or customer satisfaction.
- Approve regional expenditures, overtime, and resource decisions within delegated authority; partner with Finance on reporting and compliance.
- Contribute financial inputs and business cases for headcount growth, capital requests, and service-product investments.
Customer & Business Engagement
- Build and maintain strong relationships with key customer stakeholders; participate in executive-level business reviews and satisfaction reviews alongside Team Leads.
- Oversee customer expectations, escalations, and action items across the region, ensuring clear communication of status, risks, priorities, and improvement actions.
- Support Marketing and Account Managers during service-contract renewal negotiations by providing relevant operational data and other information needed to support the negotiation process.
- Collaborate with worldwide account teams, Sales, Marketing, Engineering, and Operations to align regional execution with global strategy.
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What Success Looks Like
- Regional OSS commitments are consistently met or exceeded, with customer satisfaction meeting or improving against established targets.
- Team Leads and Production Support Engineers demonstrate sustained engagement, readiness for expanded responsibilities, and clear development and succession paths.
- Regional budget delivered on plan, with predictable forecasting and improved cost of service.
- Sustained improvement in uptime, escalation resolution, and recurring-failure reduction across the installed base.
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What You’ll Gain
- Structured onboarding and training with Global Customer Support leadership
- Executive-level exposure to leading semiconductor manufacturers through customer business reviews
- Leadership development and opportunities to grow into broader management roles at Teradyne
- Ownership of a regional budget and service-delivery results
- Collaboration with worldwide account teams, Sales, Marketing, Engineering, and Operations
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All About You
Required
- A 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 the ability to work effectively with engineering, factory, sales, service, finance, and customer stakeholders.
- Willingness and ability to work on-site from the Teradyne Irvine, California office.
- Willingness and ability to travel approximately 30% of the time to support customer, team, and business needs.
Nice to Have
- 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.
This position is not eligible for visa sponsorship.
Compensation
The base salary range for this role is $134,500-$215,200. This range is a good faith estimate, and the amount of base salary will correspond with experience and skill set. This range can also fluctuate depending on demand and location.
Incentive Plan: This job is eligible for discretionary bonus(es) based on financial performance.
Benefits: Teradyne offers a variety of robust health and well-being benefit programs, including medical, dental, vision, Flexible Spending Accounts, retirement savings plans, life and disability insurance, paid vacation & holidays, tuition assistance programs, and more. Please click here to see details.
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