Responsibilities
Manages the people and activities involved in providing technical engineering and customer support on systems and product issues. Manage engineers and master level technicians that respond to situations where standard procedures have failed to isolate or fix problems in non-functioning equipment systems or software. Establishes and maintains lines of communication with design engineering and software development on design, reliability and maintenance issues. Ensures that engineers are current with the latest upgrades and/or new releases. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Build partnerships with other support organizations to ensure profitable revenue growth, optimizing customer satisfaction.
Manages capability programs for New Product Introduction (NPI's) deployments to achieve established timelines. Drives Structured On the Job Training (SOJT) of organization technical resources, Continuous Improvement, and AI initiatives to facilitate resource flexibility, efficiency and effectiveness. Work closely with cross functional internal partners such as product/software support engineers on product and software/firmware support challenges to facilitate calibration and repair of Keysight products. Other partners may include Factory Product Support engineers, Service Order Managers, Logistics and Supply Chain representatives, Sales and Business Dev, etc.
Supports site leadership and/or employees responsible for design/ implementation of service delivery programs/ processes.
Directs, manages resources to implement tactical business plans and programs/ projects.
Develops, implements solutions for production challenges and product issues.
Accountable for contributing to organizational P&L targets.
Qualifications
Bachelors, Masters, University Degree, or equivalent plus directly relevant experience as a manager, supervisor and/or individual contributor
Requires proven skills in leading/managing the execution of processes, projects and tactics.
Requires in-depth knowledge and experience in job and ability to work independently
Strong quantitative and analytical skills
Strong MS and/or Oracle business intelligence systems expertise
Highly detail-oriented, with experience building production and decision support models
Strong interpersonal & communication skills
Ability to influence results through internal partners
Pay Range:
USD $114,620.00 - USD $191,030.00 Year
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