Global Customer Production Support Manager

📍 Location: Seoul, South Korea

✈️ Travel: Required (domestic and international)

🧭 Organization: Global Customer Services (GCS)

📊 Reports To: VP, GM GCS

About The Role

We are seeking a Global Memory Customer Production Success Manager who will be responsible for customer success and production performance for strategic memory customers globally.

This is a high-impact, customer-facing role focused on enabling customers to achieve optimal production performance, reliability, and value across their manufacturing operations. The role works closely with major memory customers and internal global teams to deliver measurable outcomes and build long-term, collaborative partnerships.

This position supports our strategy of strengthening customer engagement, enhancing service differentiation, and enabling service-led growth.

Key Responsibilities

Customer Success & Relationship Leadership

• Act as the primary customer success point of contact for key memory customers in Korea & China
• Build effective working relationships with customer stakeholders across engineering, operations, and management levels
• Facilitate regular customer reviews focused on production performance, system reliability, and service value

• Collaborate with customers to meet and exceed agreed targets for:
• System uptime and availability
• Throughput and utilization
• Yield and reliability
• Monitor production performance and proactively address potential risks
• Coordinate escalation management for critical production issues across global teams
  

• Support customers in realizing full value from Teradyne’s service offerings
• Encourage and support adoption of:
• Support models and contracts
• Hardware upgrades and system enhancements
• Applications and service solutions
• Develop customer success plans with defined and measurable KPIs
  

• Identify opportunities for:
• Service expansion and upgrades
• Increased service attachment and value penetration
• Partner with Sales and Product teams to support growth of strategic accounts
• Contribute to renewals and long-term customer agreements
  

• Serve as the key interface between:
• Global customer teams
• Memory Product Division (NPI, product, sustaining, PSG)
• Repair operations (including Cebu and regional hubs)
• Supply chain and logistics teams
• Promote alignment and timely coordination across functions
  

• Capture customer feedback and translate insights into actionable improvements
• Provide input to product and service roadmap discussions
• Support continuous improvement initiatives based on customer insights

• Trusted and constructive relationships with key Korea & China memory customers
• Measurable improvements in production performance and system uptime
• Increased awareness and adoption of service offerings
• Timely and effective resolution of critical customer issues
• Recognition as a collaborative partner by customers and internal stakeholders

Experience

• 15+ years of experience in the semiconductor industry (memory experience preferred)
• Minimum 10+ years of people management experience, including leading teams of 20–30 members in a customer-facing or operations environment
• Experience in one or more of the following:
• Customer-facing roles (e.g., Customer Success, Account Management, FAE, Service Delivery)
• Semiconductor test, production, or operations environments
• Experience working with major Korean memory customers in large-scale manufacturing environments
  

• Knowledge of:
• Semiconductor test systems and production flows
• Manufacturing operations, yield, and reliability metrics
• Ability to relate technical topics to business and production impact
  

• Effective communication and stakeholder engagement skills
• Ability to work with senior customer stakeholders
• Proven capability to coordinate cross-functional teams without direct authority
• Analytical and data-informed approach to problem-solving
• Comfort working within complex, global environments

• Fluency in Korean and English (required)
• Ability to communicate clearly with local customers and global teams