$80K — $100K *
VIAVI (NASDAQ: VIAV) has a 90+ year history of technical innovations that have evolved to keep pace and address our customer’s most pressing business issues. We make equipment, software, and systems that help to plan, deploy, certify, monitor, and optimize all kinds of networks - like those for mobile phones, service providers, large businesses and data centers. VIAVI is also a leader in high performance thin film optical coatings and engineered diffusers, providing light management solutions to anti-counterfeiting, consumer electronics, automotive, defense and instrumentation markets.
We are the people behind the products that help keep the world connected – at home, school, work, at play, and everywhere in between. VIAVI employees are fierce about supporting customer success and we welcome people who bring their best every day to the company - to question, to collaborate and to push for solutions that will delight our customers.
The Customer Support Manager provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers. Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients. Develops customer service department procedures. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries. Reviews warranty claims. Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
The Services manager is responsible for the operational and financial performance of the Wichita services center. This includes improving customer satisfaction through providing a responsive, dependable and cost-effective end to end repair/calibration service. The services manager is responsible for ensuring the operational performance supports the differentiated service goals for support plans v’s event-based repair and calibration.
Manage the Wichita service center to provide a responsive, cost effective and dependable end to end h/w repair and calibration service.
Manage opex and COGS in line with AOP and revenue in order to meet margins target.
Relentless pursuit of operational excellence within the repair center. “Every product family, every week at or better than the OTS and TAT”
Ensure customer issues are resolved quickly and root cause is understood and addressed. Use VOC and customer satisfaction surveys to drive customer centric process improvement.
Manage quarterly business reviews with regional sales manager and BU GM/PLM function, emphasis on better supporting the customer.
High level communication and interaction with channel partners and customers ensuring a positive long lasting relationship.
Ensure the information from the service center is available to the engineering team to shape the product evolution based on real world experience, customer’s needs and business requirements.
Support PLM thru:
Pricing recommendations on support renewals,
Repair volume/margin analysis of products nearing EOS
Spare parts/upgrade management including setup and pricing
Personal skills/attributes and experience:
Customer First mentality: Tenacious in solving customer problems and exceeding their expectations.
Business Acumen. Excellent business knowledge and financial awareness. Thorough understanding of services cost structure.
Operational Excellence: Proven track record of managing operations and driving sustainable performance improvement. Tireless in pursuit of operational excellence
Relationships: Successful track record of developing strong, productive relationships across organizational boundaries. High levels of credibility with customers and internal senior level management – confident, able to effectively and positively communicate, instils trust in the commitments given both internally and to our customers. Experience managing external partner relationships.
Services Experience and Knowledge: Experience managing manufacturing or repair operations. The successful candidate is likely to have a minimum of 5 years operation management experience, ideally in both an inhouse and outsourced environment within the test and measurement or industrial instrument market segments.
Influence. Demonstrated ability to challenge the status quo and to influence the actions and opinions of others in complex organizations. Track record of change management and building support at all levels in an organization.
Bachelors or Masters Degree or University Degree or equivalent plus a minimum of 5 years related experience. Ideally the candidate will have spent at least 5 years directly managing a services team.
Valid through: 12/16/2020