Technical Account Manager

The High Performance Computing (HPC) Technical Account Manager (TAM) is the key point of contact for technical and sales applications issues from assigned customers and the internal sales organization for assigned products, primarily Eclipse and primarily focused on HPC customers.  

This position is hybrid and based in Poway or Milpitas (CA). This position is open only to current Cohu employees living in or around the Poway, CA or Milpitas, CA locations (no visa sponsorship nor relocation assistance is available).

Position Summary:

TAMs manage the technical interface with assigned customers on a wide range of issues that impact on our business including but not limited to:

• Developing and maintaining key relationships with key technical decision makers in current and prospective customers
• Working with PMMs, Engineering, and Sales to manage technical issues with assigned customers including new feature requests, software defects and enhancements, and new product releases 
• Understanding, researching, and answering questions from existing and prospective customers and Cohu’s sales organization related to technical aspects of the product, component, configuration management, and technical specifications

Essential Functions/Major Responsibilities:

•   Manage key customers related to all aspects of account technical issues to support PnP products and mainly Eclipse for HPC applications installed at customers’ labs and production facilities including OSATs

•   Provide applications support and answer technical inquiries from customers on a broad range of technical and product specific questions. 

•   Be the primary contact (internal and external) for all customer specific issues and custom requests. 

•   Communicate on a regular basis with key customers

•   Own customer issues and manage problem resolution; escalate to senior management when appropriate

•   Communicate to internal and external customers: product updates, technical notes and tips to assist the sales organization, field service and customers. 

•   Ensure technical application accuracy to the Sales Department including but not limited to specs, quotes, and accuracy of purchase orders; the TAM should provide technical approval for handler quotes for assigned products to the targeted customers

•   Provide configuration management for all assigned products to ensure specific customer requirements are met

•   Attend all Configuration Control Board Meetings on assigned products

•   Participate in the ECO review process as the voice of the customer to ensure changes meet customer requirements

•   Initiate review and approve all Customer Service Bulletins and Service Bulletins for assigned products. 

•   Review all customer acceptance and buy-off criteria

•   Approve and communicate any changes in handler specifications to customers. 

Supervisory Responsibility: No direct supervision in role but helps to lead and provide guidance to cross functional, matrixed projects and teams.

Qualifications: 

• Experience:  Minimum of eight years of experience as a field or technical customer service engineer/technician or systems engineer is required; at least three of those years’ must be involved in the technical installation, repair, upgrading, servicing, troubleshooting, problem analysis and resolution of semiconductor test equipment at customer locations.  Additional experience is required to demonstrate capability to engage and manage key customer/account relationships. Technical knowledge and experience in an engineering or other technical/customer/product support role—with test handler semiconductor test equipment—is required. 
• Education: Bachelor’s degree is required or equivalent combination of education, training and related semiconductor test equipment experience.
• Skills and Technical Requirements: 

• Strong leadership, teamwork, communication & cross-group collaboration skills
• Must be able to proactively drive accounts with minimal oversight from sales or senior management