Manager, Technical Support at Cohu

Job description

Join Our Team At Cohu Malaysia, we are committed to driving innovation and excellence in the semiconductor industry. Our mission is to create a dynamic and inclusive work environment where every team member feels a sense of belonging and has the opportunity to make a meaningful impact. By joining us, you will be part of a collaborative and forward-thinking workforce dedicated to shaping the future of technology. Unleash your Potential As a Technical Support Manager, you will develop and execute the Technical Support strategy to improve customer satisfaction, product quality, operational efficiency, and business growth. You will play an important role in: Organizational Leadership Provide leadership and strategic direction for the Technical Support organization. Develop departmental objectives, operational plans and long-term roadmaps aligned with company goals. Ensure organizational structure, staffing models and resource allocation effectively support business growth and customer requirements. Lead and mentor Technical Support and other leadership personnel. Develop succession planning and talent development strategies to ensure organizational sustainability. Promote a culture of technical excellence, customer focus, accountability and continuous improvement. Customer Escalation & Support Governance Serve as the highest Technical Support escalation point for critical customer issues. Drive executive-level communications with strategic customers during major escalations. Ensure customer issues are managed through acceptable resolution while maintaining customer confidence and business continuity. Monitor support performance and establish improvement plans to enhance responsiveness and effectiveness. Technical & Product Leadership Provide technical oversight and guidance on complex system-level issues. Collaborate with Engineering, Product Management, Quality and Manufacturing teams to prioritize corrective and preventive actions. Drive product reliability and supportability improvements through data-driven analysis. Participate in strategic product reviews and contribute customer feedback into future product development. Business & Operational Management Develop and manage departmental budgets, forecasts and resource plans. Establish, monitor and review departmental KPIs and performance metrics. Drive operational excellence initiatives to improve efficiency, quality and customer satisfaction. Review trends, systemic issues and recurring customer concerns to identify business risks and opportunities. Ensure effective reporting to executive management regarding operational performance, major escalations, risks and strategic initiatives. Cross-Functional Collaboration Partner closely with Engineering, Product Management, Manufacturing, Quality, Sales, Service and Operations leadership teams. Drive alignment between customer requirements, technical capabilities and business objectives. Lead cross-functional initiatives involving product improvements, customer satisfaction enhancement and process optimization. Support strategic business reviews and customer engagement activities as required. Knowledge Management & Development Develop organizational knowledge management strategies and support infrastructure. Ensure effective deployment of product information, service bulletins, ECNs, training programs, and best practices globally. Sponsor cross-training initiatives and leadership development programs. Facilitate knowledge sharing between regional support teams and business units. Quality & Compliance Ensure processes and documentation comply with Cohu quality standards and business requirements. Drive continuous improvement initiatives and promote Zero Defect culture throughout the organization. To be successful in this role, you need to have: Bachelor's Degree in Electrical Engineering, Electronics Engineering, Mechatronics Engineering or related technical discipline. A Master's Degree in Engineering, Business Administration (MBA),