Commercial Manager: Customer Engineering and Field Service

Advantest Test Solutions, Inc. (ATS), is looking for a Commercial Manager of Customer Engineering & Field Service to join our team in Lake Forest, CA. ATS is a leading provider of massively parallel electronic test systems that includes System Level Test (SLT), burn-in and semiconductor/module tests. ATS has an exciting line of high-performance test systems that support the semiconductor industry around the world.

This individual will co-work with the worldwide Customer Engineering and Field Service Engineer teams. They will co-work technical leads/managers and country-specific leads reporting into them. The individual will also work closely with our operations, customer-facing and technical teams to resolve technical and operational equipment issues. They are responsible for satisfying customer warranty and service contract obligations while managing and controlling the costs to sustain a profitable service model. They must serve as an ambassador for internal and external customers. Advantest is a fast paced, dynamic environment so this individual must be able to handle rapidly changing work assignments. Frequent travel overseas to establish and maintain relationships with key customers, local support teams and overseas subcontractors is a must.

Essential Duties & Responsibilities:

• Co-work with the worldwide teams of ~100 product support engineers, in-house and 3^rd party field support engineers.
• Manage and negotiate that customer expectations and contract commitments are met or exceeded in terms of site equipment availability and technical performance.
• Co-work with the Product Support staff in the identification and resolution of equipment failures and other system malfunctions, including both hardware and software
• Get alignment of customer with product engineering and subcontracts management in the development of changes to technical specifications for parts and components supplied by subcontractors for installed systems. May directly interact with subcontractor technical staffs on design solutions.
• Manage the budget, costs and 3^rd party service provider Contribute to the pricing estimates for profitable post warranty service offerings.
• Serve as a commercial advisor to senior management on customer site performance issues pertaining to equipment availability, staffing and contract fulfillment.
• Domestic and International business travel is a requirement of this position – up to 40% travel to overseas locations and customers is anticipated.
• All other duties as required

Qualifications:

Requirements, Education & Skills:

• BS degree in Mechanical/ Electrical/ Software Engineering (master’s degree preferred) or MBA with an experience in technology support management.
• 10 years of experience in an engineering support capacity, prior management and/or program management experience is required.
• Experience with semiconductor product development, testing and/or capital equipment development for semiconductors is
• An understanding of analog and digital electronics, electro-mechanical systems, mechanical robotics, AC/DC power controls and thermal control systems/chillers and refrigerants is a plus.
• Must have thorough understanding of root cause analysis and
• Excellent communication, presentation and documentation
• Must be able to function independently and possess high level problem-solving
• Ability to work comfortably with all levels of the organization, develop plans, manage small projects which may require some hands-on manufacturing/build experience is a plus.
• An ability to be productive and successful in an intense work environment
• This is an on-site role in our Lake Forest, CA office.