We're looking for a Software Engineer focused on delivering exceptional customer experiences. This manager role requires 6+ years of relevant experience.
About the role
Main Objectives
Manage the COHU THG Technical Support team in line with the company objectives.
Guide the team to leverage their knowledge of products and customers to increase the effectiveness of pre-sales, post-sales and product management.
Ensure knowledge development of Technical Support Specialists to improve the team’s quality and efficiency in fulfilling their tasks.
Ensure escalations are managed and followed up within the required schedule.
To work in close collaboration with internal/ external such as Engineering, Operations, Indus, QA, Product Management, FSE, Sales, and customers.
Continuously improve Cohu products and work towards Zero Defects.
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 the system analysis of complex issues coming from external (typ. customer, FSE).
Bridge engineering, QA department, and field/ Sales by providing detailed information on the issues following Oracle or any 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 the appropriate, defined tools.
Manage the global deployment of solutions to the field & manufacturing.
Ensure close loop communication with internal/ external (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)- recommended once a week or once every 2 weeks.
Organize and lead performance reviews (P&DR) and merit reviews.
Organize high-level Service Training for FSE’s and customers.