Senior Manager, Customer Technical Support

Renesas Electronics is looking for a Senior Customer Technical Support Manager to lead a strategic quality team supporting key customers. The Customer Technical Support Manager is responsible for leading customer-facing technical support activities throughout the product lifecycle, with a strong focus on quality, compliance, and new product enablement. This role serves as the primary technical liaison between customers and internal teams, ensuring successful execution of PPAP submissions, Customer-Specific Requirement, customer questionnaires, environmental compliance surveys, New Production Introductions (NPI) support among other customer support efforts. The ideal candidate possesses deep knowledge of semiconductor manufacturing, quality systems, and customer requirements, combined with strong leadership and communication skills.

The Senior Customer Technical Support Manager will manage and develop a team of Quality Engineers while operating at both technical and executive levels, driving customer confidence, and strengthening long-term relationships.

Responsibilities:

Customer Technical Support & Leadership

• Lead and manage Customer Technical Support activities, ensuring timely and accurate responses to customer technical inquiries
• Act as the primary point of contact for customer quality, reliability, and process-related requests
• Build trusted relationships with customer quality, engineering, and supply chain teams
• Mentor and develop customer support engineers and specialists, as applicable

PPAP & Quality Documentation Management

• Own and coordinate Production Part Approval Process (PPAP) submissions in alignment with customer and industry requirements
• Ensure accuracy of PPAP elements including:
  • Process Flow Diagrams
  • PFMEA
  • Control Plans
  • Measurement System Analysis (MSA)
  • Capability Studies (Cp/Cpk)
• Partner with internal Quality, Manufacturing, and Engineering teams to resolve gaps and corrective actions  

      Customer-Specific Requirements (CSR) Management

• Interpret, document, and enforce Customer-Specific Requirements (CSRs) across quality, manufacturing, and engineering functions
• Serve as the owner and subject‑matter expert for all customer‑specific requirements (CSRs) across assigned accounts
• Ensure CSRs are fully integrated into: Quality Management System (QMS) procedures, Process Flow Diagrams, PFMEAs, and Control Plans Inspection, testing, and release criteria
• Maintain a CSR matrix or tracker mapping customer requirements to internal controls, owners, and evidence
• Support internal and customer audits by preparing CSR compliance evidence and responding to auditor findings
• Drive awareness and training on customer‑specific requirements across cross‑functional teams
• Ensure long‑term sustainability of CSR compliance through standardization and continuous improvement

   Customer Questionnaires & Surveys

• Manage and coordinate responses to customer technical questionnaires, audits, and assessments
• Lead completion of environmental, sustainability, and regulatory surveys, including (but not limited to):
  • ISO 14001 / ISO 9001 related inquiries
  • RoHS, REACH, Conflict Minerals, and Responsible Sourcing surveys
  • ESG-related customer requirements
• Ensure consistency, accuracy, and compliance across all customer-facing documentatio

   New Production Introduction (NPI) Support

• Support cross-functional readiness reviews covering quality, reliability, and manufacturing maturity
• Support first articles, qualification builds, reliability testing, and ramp-to-volume requirements
• Support issue resolution during NPI phases and ensure smooth transition to high-volume manufacturing  

   Cross-Functional Collaboration

• Collaborate closely with:
  • Quality Engineering
  • Process Engineering
  • Manufacturing
  • Supply Chain
  • Environmental, Health & Safety (EHS)
• Lead structured problem-solving (8D, root cause analysis) for customer issues and escalations
• Represent the customer perspective in internal reviews and continuous improvement initiatives 

• 8+ years of experience in semiconductor manufacturing, quality engineering, customer technical support, or related technical roles
• 3+ years of experience in a leadership or program management role supporting external customers
• Expertise in structured problem-solving and root cause analysis
• Strong knowledge of semiconductor manufacturing processes (wafer fab, assembly, test, and reliability)
• Strong working knowledge of: Semiconductor fabrication, assembly, and/or test processes, Quality Management Systems (ISO 9001, IATF 16949 preferred), Automotive and high reliability standards (e.g., AEC Q, customer quality manuals)
• Hands on experience managing: Customer-Specific Requirements (CSRs), PPAP submissions and approvals, Customer audits, questionnaires, and technical assessments
• Excellent communication skills with the ability to influence at technical, operational, and executive levels
• Experience leading geographically distributed teams
• Available to support domestic & international business travel 

 Education:

• 10 years + BSEE or 8 Years + MSEE
• Customer Quality or Product Engineer supporting customers and/or the business unit 

Renesas is an embedded semiconductor solution provider driven by its Purpose ‘To Make Our Lives Easier.’ As the industry’s leading expert in embedded processing with unmatched quality and system-level know-how, we have evolved to provide scalable and comprehensive semiconductor solutions for automotive, industrial, infrastructure, and IoT industries based on the broadest product portfolio, including High Performance Computing, Embedded Processing, Analog & Connectivity, and Power.
 
With a diverse team of over 21,000 professionals in more than 30 countries, we continue to expand our boundaries to offer enhanced user experiences through digitalization and usher into a new era of innovation. We design and develop sustainable, power-efficient solutions today that help people and communities thrive tomorrow, ‘To Make Our Lives Easier.’     
 
At Renesas, you can: 

• Launch and advance your career in technical and business roles across four Product Groups and various corporate functions. You will have the opportunities to explore our hardware and software capabilities and try new things.  

• Make a real impact by developing innovative products and solutions to meet our global customers' evolving needs and help make people’s lives easier, safe and secure. 

• Maximize your performance and wellbeing in our flexible and inclusive work environment. Our people-first culture and global support system, including the remote work option and Employee Resource Groups, will help you excel from the first day.    

Are you ready to own your success and make your mark?  

Join Renesas. Let’s Shape the Future together.  

Renesas Electronics is an equal opportunity and affirmative action employer, committed to supporting diversity and fostering a work environment free of discrimination on the basis of sex, race, religion, national origin, gender, gender identity, gender expression, age, sexual orientation, military status, veteran status, or any other basis protected by law. For more information, please read our Diversity & Inclusion Statement.

We have adopted a hybrid model that gives employees the ability to work remotely two days a week while ensuring that we come together as a team in the office the rest of the time. The designated in-office days are Tuesday through Thursday for innovation, collaboration and continuous learning.