Technical Support Manager

Cohu Malaysia Sdn Bhd; Malacca City; On-site; MYR 180,000 - 300,000; Full time

Benefits offered by this job

Five-Day Work Week

Flexible Working Arrangement

Overseas Opportunities

Medical Education support

Dental

Parking

Sports&Social Activities

Insurance

Job summary

Cohu Malaysia Sdn Bhd is seeking a Technical Support Manager to design and drive the Technical Support strategy, improving customer satisfaction, product quality, and operational efficiency across global customers.

You will lead a cross-functional team, mentor leaders, manage budgets and KPIs, and collaborate with Engineering, Product Management, Quality and Manufacturing to ensure timely resolutions and continuous improvement.

Qualifications

• Bachelor's degree in a technical discipline; MBA or related field preferred.
• Minimum 10 years in semiconductor test equipment or related high-tech industries.
• Minimum 8 years of management experience in Technical Support or related functions.
• Experience supporting global customers in a semiconductor manufacturing environment.
• Proven ability to lead cross-functional collaboration across engineering, product, quality and operations.

Responsibilities

• Develop and execute the Technical Support strategy to improve customer satisfaction, product quality, operational efficiency, and business growth.
• Provide leadership and strategic direction for the Technical Support organization.
• Lead and mentor Technical Support and other leadership personnel.
• Develop succession planning and talent development strategies.
• Promote a culture of technical excellence, customer focus, accountability and continuous improvement.
• 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 resolved while maintaining confidence and business continuity.

Skills

Leadership experience

Cross-functional collaboration

Strategic planning

Customer-focused

Travel willingness

Education

Bachelor's Degree in Electrical Engineering

Bachelor's Degree in Electronics Engineering

Bachelor's Degree in Mechatronics Engineering

MBA or related field (preferred)

Tools

None

Job description

AtCohuMalaysia,wearecommittedtodrivinginnovationandexcellenceinthesemiconductorindustry.Ourmissionistocreateadynamicandinclusiveworkenvironmentwhereeveryteammemberfeelsasenseofbelongingandhastheopportunitytomakeameaningfulimpact.Byjoiningus,youwillbepartofacollaborativeandforward-thinkingworkforcededicatedtoshapingthefutureoftechnology.

UnleashyourPotential

AsaTechnicalSupportManager,youwilldevelopandexecutetheTechnicalSupportstrategytoimprovecustomersatisfaction,productquality,operationalefficiency,andbusinessgrowth.

Youwillplayanimportantrolein:

OrganizationalLeadership

ProvideleadershipandstrategicdirectionfortheTechnicalSupportorganization.

Developdepartmentalobjectives,operationalplansandlong-termroadmapsalignedwithcompanygoals.

Ensureorganizationalstructure,staffingmodelsandresourceallocationeffectivelysupportbusinessgrowthandcustomerrequirements.

LeadandmentorTechnicalSupportandotherleadershippersonnel.

Developsuccessionplanningandtalentdevelopmentstrategiestoensureorganizationalsustainability.

Promoteacultureoftechnicalexcellence,customerfocus,accountabilityandcontinuousimprovement.

ServeasthehighestTechnicalSupportescalationpointforcriticalcustomerissues.

Driveexecutive-levelcommunicationswithstrategiccustomersduringmajorescalations.

Ensurecustomerissuesaremanagedthroughacceptableresolutionwhilemaintainingcustomerconfidenceandbusinesscontinuity.

Monitorsupportperformanceandestablishimprovementplanstoenhanceresponsivenessandeffectiveness.

Technical&ProductLeadership

Providetechnicaloversightandguidanceoncomplexsystem-levelissues.

CollaboratewithEngineering,ProductManagement,QualityandManufacturingteamstoprioritizecorrectiveandpreventiveactions.

Driveproductreliabilityandsupportabilityimprovementsthroughdata-drivenanalysis.

Participateinstrategicproductreviewsandcontributecustomerfeedbackintofutureproductdevelopment.

Business&OperationalManagement

Developandmanagedepartmentalbudgets,forecastsandresourceplans.

Establish,monitorandreviewdepartmentalKPIsandperformancemetrics.

Driveoperationalexcellenceinitiativestoimproveefficiency,qualityandcustomersatisfaction.

Reviewtrends,systemicissuesandrecurringcustomerconcernstoidentifybusinessrisksandopportunities.

Ensureeffectivereportingtoexecutivemanagementregardingoperationalperformance,majorescalations,risksandstrategicinitiatives.

Cross-FunctionalCollaboration

PartnercloselywithEngineering,ProductManagement,Manufacturing,Quality,Sales,ServiceandOperationsleadershipteams.

Drivealignmentbetweencustomerrequirements,technicalcapabilitiesandbusinessobjectives.

Leadcross-functionalinitiativesinvolvingproductimprovements,customersatisfactionenhancementandprocessoptimization.

Supportstrategicbusinessreviewsandcustomerengagementactivitiesasrequired.

KnowledgeManagement&Development

Developorganizationalknowledgemanagementstrategiesandsupportinfrastructure.

Ensureeffectivedeploymentofproductinformation,servicebulletins,ECNs,trainingprograms,andbestpracticesglobally.

Sponsorcross-traininginitiativesandleadershipdevelopmentprograms.

Facilitateknowledgesharingbetweenregionalsupportteamsandbusinessunits.

Quality&Compliance

EnsureprocessesanddocumentationcomplywithCohuqualitystandardsandbusinessrequirements.

DrivecontinuousimprovementinitiativesandpromoteZeroDefectculturethroughouttheorganization.

Tobesuccessfulinthisrole,youneedtohave:

Bachelor'sDegreeinElectricalEngineering,ElectronicsEngineering,MechatronicsEngineeringorrelatedtechnicaldiscipline.AMaster'sDegreeinEngineering,BusinessAdministration(MBA),orrelatedfieldispreferred.

Minimum10yearsofexperienceinsemiconductortestandhandlingequipment,automationsystems,capitalequipment,orrelatedhigh-technologyindustries.

Minimum8yearsofmanagementexperienceinTechnicalSupport,FieldService,CustomerSupport,Engineering,ProductEngineering,ApplicationsEngineering,orrelatedfunctions.

Provenexperiencesupportingglobalcustomersinasemiconductormanufacturingenvironment.

Demonstratedabilitytodrivecross-functionalcollaborationacrossEngineering,ProductManagement,Manufacturing,Quality,OperationsandSalesorganizationstoachievebusinessobjectives.

Excellentleadership,coachingandtalentdevelopmentskills.Provenabilitytobuildhigh-performingteams,developfutureleaders,andcreateeffectivesuccessionplans.

Experienceworkingwithinglobalorganizationsandcollaboratingacrossdifferentcultures,regions,andtimezones.Willingnesstotraveldomesticallyandinternationallyasbusinessneedsrequire.

WhyJoinUs?

AtCohuMalaysia,weofferacollaborativeworkenvironmentthatfostersgrowth,innovation,andacommitmenttoexcellence.You'llhavetheopportunitytoworkwithcutting-edgetechnologyandmakeasignificantimpactonourproductsandprocesses.

Wevalueourpeopleandofferthem:

Five-DayWorkWeek

FlexibleWorkingArrangement

OverseasOpportunities

Jobsummary

Youwillworkwithateamofengineerstodelivernewtechnologiestocustomersbydevelopinghigh-qualityfeatures.

Keysellingpoints

AtCohu,weworkandplayasateam

Opportunitytoworkinacollaborativeandgooddriventeam

Remoteworkingarrangementandenvironment

Perks and benefits

• Medical Education support
• Dental
• Parking
• Sports&Social Activities
• Insurance
• Fixed&Variabl

The Only Company with the Expertise on the Entire Test Cell and Inspection

We deliver leading-edge solutions to enable a smarter, safer, and more connected future.

Cohu offers the broadest portfolio of equipment and services for back-end semiconductor manufacturing, including a one-stop-shop for test and handling equipment, thermal subsystems, test contacting, vision inspection and MEMS test solutions.

Our enhanced product portfolio gives our customers the best possible combination of technologies to match their business and technical needs.

Our product portfolio is focused on increasing yield, reducing cost of test and accelerating time-to-market.