Customer Account Support Specialist (Global Customer Services GCS) - Austin, TX
Role Overview
Global Customer Services (GCS) helps customers run Teradyne test equipment at the highest productivity and overall equipment effectiveness (OEE).
The Customer Account Support Specialist owns production success for assigned strategic semiconductor test accounts, moving GCS from reactive support to proactive production partnership: seeing risk early, owning it, and closing it.
Working with Sales account managers and customer operations managers, the Specialist sets the account support strategy, runs reviews and escalations, and keeps customer production outcomes connected across Field Service Operations, Product Support Group (PSG), Engineering, and Repair Operations.
Execution stays with those teams; the Specialist governs the outcome and brings the technical judgment to resolve the hardest production issues.
Essential Responsibilities Account strategy and relationships.
Own the account support strategy with Sales, and build trusted, collaborative relationships with customer operations and management teams.
Reviews and executive engagement.
Prepare for and spearhead account reviews, operational and executive council topics, and executive communications.
Risk and commitment tracking.
Keep production health, risks, and escalations visible through account plans, risk registers, and scorecards, and track customer commitments to closure with named owners and dates.
Escalations and ramp readiness.
Triage urgent production issues using defined escalation triggers, and use forecasts to prepare Field Service, Repair, Parts Operations, and support teams ahead of ramps.
Escalation brings attention; accountability stays with the owning function.
Platform reliability.
Own platform escalations and reliability projects with PSG, Engineering, and the factory to drive root cause, owners, and target dates, applying hands-on ATE knowledge (test program debug, loadboard-level troubleshooting, handler and prober interfaces).
Expert and mentor.
Collaborate with field engineers and customers as a local expert, coach less experienced engineers, and coordinate cross-functional improvement teams.
Key Skills for This Role
Full Job Posting
Required Qualifications
- Bachelor's or Master's degree in Electrical Engineering, Electronics Engineering, or a related technical field. Ten or more years in a production support environment supporting automated test equipment (ATE) or semiconductor manufacturing, with a record of outstanding performance. Hands-on ATE troubleshooting experience, including test program debug and correlation, loadboard-level isolation, and handler or prober interface issues. Proven ability to coordinate cross-functional teams and influence senior customer, supplier, and Sales stakeholders without direct authority. Strong communication and structured problem-solving skills; experience preparing customer presentations and operational reviews; proficiency with Microsoft Office and Teams. Ability to travel, including extended periods, to support customer sites and ramps.
Preferred Qualifications
- Experience with OSATs, foundries, or IDMs, including wafer sort, final test, production ramps, and advanced packaging or HPC test environments. Knowledge of Teradyne platforms (such as UltraFLEX and ETS) and IGXL software. Experience with ServiceNow, Salesforce, Power BI, or similar issue-tracking and dashboard tools.
About Teradyne
Global provider of automated test equipment and industrial robotics.
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