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.