Technical Support Manager

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.
• Support department audits such as ISO/ Sarbox.
• Support other departments by generating work instructions (DAQ/ FAQ/ IAQ etc.) that are related to Technical Support tasks. Work on continuous improvement of existing processes. Approve such instructions/ documents via the appropriate tool.
• Define scope, staffing, job descriptions, schedule and micro process, the appropriate Team size, Tech Supports per product and join job application interviews.
• Plan cross-training/ further education in cooperation with HR. Develop the team.
• Generate a positive work attitude.
• Any tasks that may be assigned from time to time.

Essential Quality Expectations

• Proactively identify opportunities for improvement
• Seek for continuous improvement in own job processes
• Provide accurate reporting

Authority

• 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.
• Supervises directly team of Product Specialists and indirectly team of Account Specialist.
• Technical clarification and approval of Warranty Orders as per Cohu global approval matrix.

Requirements and Qualifications

• BS or BA degree in Electrical/ Electronics/ Mechatronics Engineering or an equivalent combination of related education, t