Campus Pride Jobs

Primary Mission

• Ultimate mission is to gain / protect customer satisfaction as well as our regional / account service business growth

• Single accountability for successful execution & delivery of all GCS activities within accounts (worldwide)

• Lead and manage highly motivated and skilled team of Production Support Team Leads (Capability development)

• Integrate all support resources needed for accounts operational success

• Participate in the WW GCS business development strategies and initiatives

  Major Responsibility

  Single accountability and ownership for the GCS related GOALs (Customer Satisfaction, Business Development)

• Successful delivering of all aspects of GCS services activities within an account/region (aligned with worldwide HQ accounts)

• Customer focus to ensure a high customer satisfaction

• Drive a profitable GCS business through execution and efficiency in delivering the different aspects of GCS offering to meet customer needs (active manage the teams cost and income)

• Overseeing GCS execution/delivery performance and adapting service offering to meet customer's needs

• Active management of HQ account needs and escalation management (find help in other teams as SEG and PSG whenever needed

• Owns all regional customer related production support issues until they are closed

  Support account sales manager and active participation in account support strategy

• Participate in development of account support strategy (local/HQ)

• Play an active role (together with the GCS TL) in preparing and defining sales strategy for Teradyne service products, especially in the customer support contract negotiation phase

• Communicate and deploy account support strategy within Production Support team

• Develop relationship with customer (as defined in account plan; focus on technical/operation decision makers)

  Lead and manage highly motivated and skilled team of Production Support TeamLeads (Capability development).

• Manage / assess / develop team members

• Coach the team leads actively

• Proactively plan and develop future needed skills

• Train and ensure compliance with policies and best practices within team

• Integrate with all teams within GCS (CSO, Marketing) to achieve our GOALs

• Able to think strategically to develop a regional business strategy

  Metrics

• • Operational metrics for tracking delivery (OTD, DOA, OEE, uptime, MTBF, etc.) as agreed with customer

• Customer satisfaction metrics as defined in the CS process

• Annual Goals as discussed within the GCS management team and aligned to the GCS and corporate Goals

  Skills:

  Solid understanding of our GCS Strategy, Initiatives and Goals:

• • Deep understanding of GCS service offerings and able to integrate services into an account.

• Engage in performance and business related discussion with customer to achieve win-win outcome

• Ability to evaluate support and technical team assembly within account

• Being able to assess capabilities of team leads and engineers

• Apply coaching and development to team members

• Being able to apply judgement for effective escalation trigger and management

• Business and customer focused

• Able to develop a strategy to achieve our Goals and targets

  Strong communication/negotiating skills, in order

• • To communicate effective to customers

• To negotiate for a Win-Win outcome to delivery a profitable OSS service in an account

• To communicate within the team

• To communicate with sales and TER management

  Solid customer handling skills

• • Effective expectation setting

• Effective process and escalation management

• Relationship building

  Effective team manager and coach

  Apply “structure” in dynamic customer environment

  Passion to win

  Requirement

• This is business manager role with overall semi networking view.

• Minimum 5 years experience in leading a team of individual contributor or leads.

Current openings may involve access to export controlled technology and may be subject to export licensing requirements prior to employment. ATTENTION APPLICANTS WITH DISABILITIES: If you’re unable to access our on-line application due to a disability you may visit one of our locations or our Corporate Office at 600 Riverpark Drive, North Reading, MA and request a paper application form. In addition, you may also contact the HR Service Center at 978-370-3041 or contact them at HR.Service.Center@teradyne.com for additional assistance. LitePoint, a Teradyne Company is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, age, disability status, protected veteran status, or any other characteristic protected by law. We are a VEVRAA Federal Contractor.