Job scope:
1. Scope a customer issue by collecting the relevant facts and investigating the problem by doing your own research and by interfacing with the Customer Support, Sales & Account team, Commercial Systems GBU, Supply Chain, PS Quality, Procurement, ODM & Suppliers…etc.
2. Act internally as a customer advocate. Provide feedback on product quality improvements to the GBU.
3. Work with regional CS & Pre-sales groups and the Global Competency centers to determine and implement business solutions instead of technical solutions when needed.
4. Interface with the Commercial Systems GBU to provide the voice of the customer input in design decisions as well as end game quality assessment before shipments.
5. Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.
6. Promote Quality & Customer Experience improvements throughout the product lifecycle.
7. Author engineering advisories detailing quality issues and their solutions.
8. Provides mentoring and guidance to the Geo-market ATS engineers, GBU partners, and field personnel.
9. Influence support strategy and sets functional policy and direction.
10. Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
Qualification:
- Bachelor's or Master's degree in Electrical Engineering, Mechanical Engineer, Material Since, or equivalent.
- PMP/PMI certification preferred
- Typically 8+ years experience.
- Experience designing and developing project and program planning tools, and managing and tracking project results.
- Excellent analytical and problem-solving skills.
- Demonstrated business acumen, understanding of organizational strategy, and successful experience managing all aspects of cross-business unit programs, including communicating with internal and external stakeholders and directing matrixed teams and resources.
- History of innovation with examples of developing new technologies, engineering, and/or manufacturing processes.
- Excellent written and verbal communication skills; mastery in English and local language.
- Ability to effectively communicate program management architectures, plans, proposals, and results, and negotiate options at business unit levels.
The Desired Traits of This Role
- Customer-Centric – Everything we do is for the customer. We need people who share that passion and drive to make our customers' experiences easy, insightful, and trusted.
- One Team, One Goal - We collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers.
- Growth Mindset – We value not just what is to be done but more on how it’s being done. We recognize and reward individuals who think differently creatively and innovatively to better help our customers hence boosting our business.
- Diverse & Inclusive – We embrace diversity – Which is the foundation of innovation. We want the people who bring a contemporary view to shape our internal teams and encourage all to feel included.
- Making it matter – Be impactful, be influential.
