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), or related field is preferred.
Minimum 10 years of experience in semiconductor test and handling equipment, automation systems, capital equipment, or related high-technology industries.
Minimum 8 years of management experience in Technical Support, Field Service, Customer Support, Engineering, Product Engineering, Applications Engineering, or related functions.
Proven experience supporting global customers in a semiconductor manufacturing environment.
Demonstrated ability to drive cross-functional collaboration across Engineering, Product Management, Manufacturing, Quality, Operations and Sales organizations to achieve business objectives.
Excellent leadership, coaching and talent development skills. Proven ability to build high-performing teams, develop future leaders, and create effective succession plans.
Experience working within global organizations and collaborating across different cultures, regions, and time zones. Willingness to travel domestically and internationally as business needs require.
Why Join Us?
At Cohu Malaysia, we offer a collaborative work environment that fosters growth, innovation, and a commitment to excellence. You'll have the opportunity to work with cutting-edge technology and make a significant impact on our products and processes.
We value our people and offer them
Five-Day Work Week
Flexible Working Arrangement
Comprehensive Benefits
Continuous Learning
Overseas Opportunities
Apply Today!
If you're ready to take your career to the next level and work with a team that's pushing the boundaries of technology, apply now to join Cohu Malaysia as a Technical Support Manager.
Job summary
You will work with a team of engineers to deliver new technologies to customers by developing high-quality features.
Key selling points
At Cohu, we work and play as a team
Opportunity to work in a collaborative and good driven team
Remote working arrangement and environment
