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Technical Support Manager
Job in
San Diego, San Diego County, California, 92189, USA
Listed on 2026-08-13
Listing for:
Cohu Inc.
Full Time
position Listed on 2026-08-13
Job specializations:
-
IT/Tech
Technical Support, IT Support
Job Description & How to Apply Below
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.
- 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 Pre Sales/ 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.
- Proactively identify opportunities for improvement
- Seek for continuous improvement in own job processes
- Provide accurate reporting
- 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.
- BS or BA degree in Electrical/ Electronics/ Mechatronics Engineering or an equivalent combination of related education, training and experience.
- Minimum of three years of relevant experience and success in working in a technical product or sales role with major or strategic customers (internal or external) in the semiconductor test industry. Experience in a technical sales, service, program management, engineering, or related role is required. Technical sales experience with back-end semiconductor equipment…
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