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Operations Service Center Manager

4 months ago

Wichita, United States Viavi Solutions Full time

Summary: 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 Operations Service Center Manager provides strategic leadership and direction for the delivery of pre- and post-sales services and support to VIAVI customers via our 3rd Party Partners and Suppliers. Responsible for the operational and financial performance of our 3rd Party Customer Service Partners and Supplier(s).Duties & Responsibilities: Job Details:Manages all facets of customer retention including participating in the resolution of customer concerns and defining and developing a customer contact strategy.Reports/maintains key metrics that support organizational goals and leads others to implement corrective action/preventative action(s) as needed/directed. Organizes and reports Operations performance to senior leadership including quarterly business review. Analyzes operational processes, escalation procedures and performs training as required. This includes improving customer satisfaction through providing a responsive, dependable and cost-effective end-to-end repair/calibration service.Additionally, liaises between customers and manufacturing, sales, field service and order management.Job Duties:Responsible for on time delivery and quality of repairs for VIAVI post sales servicesConduct analysis to determine best path for solving business problems/opportunitiesAct as liaison for the VIAVI Services Team to meet key performance goals with 3rd Party Partner(s)Facilitate communication when requirements need further clarification or adjustments due to technical or operational constraintsMaintain/Improve data reporting processesMetric visualization and dashboarding for operational useReview Warranty Claims and manages RMA processes for customer returnsCreate and maintain reports outside ERP system for data analysis and performance trendsAct as liaison for 3rd Party team(s) to better communicate with operations teams, product managers and senior managementManage OpEx and CoGS in line with AOP and revenue to meet margins targetManage the Customer Experience by ensuring customer issues are resolved quickly and root cause is understood and addressedProvide input quarterly business reviews with regional sales manager and BU GM/PLM function, emphasis on better supporting the customerSpare parts/upgrade managementLead cross-functional project meetings and track actions items and maintain delivery schedulesInventory ManagementPre-Requisites / Skills / Experience Requirements: Qualifications:Bachelor's Degree or Equivalent Relevant leadership experience required2+ years of leadership experience + 7 years of overall experience preferredDegree in Electronics Engineering and/or Business is preferredOperations management experience ideally with internal and external (3rd Party) partnersWe are looking for someone who is proactive and willing to take initiative to solve problems and gain collaboration with internal partnersReliable Business Acumen. Excellent business knowledge and financial awareness with thorough understanding of services cost structureExperience collecting, analyzing, presenting, and managing data, and using data to assess progress and inform organizational decisionsOperational Excellence: Proven track record of managing operations and driving sustainable performance improvementAbility to develop strong, productive relationships across organizational boundariesAbility to effectively communicate instilling trust in the commitments given both internally and to our customersProficient Excel UserSuccess Indicators:Experience managing manufacturing and/or repair operations with minimum of 2 yearsTest and Measurement Operations management experienceElectronics manufacturing or repair experienceExperience managing external partner relationshipsExcel proficiency at Expert Level / data analyticsExperience working with ORACLE/AGILEExperience with creating/maintaining OBIEE reporting systemsExperience in understanding and correcting data discrepancies, identifying data anomalies, and root cause analysisIf you have what it takes to push boundaries and seize opportunities, apply to join our team today.VIAVI Solutions is an equal opportunity and affirmative action employer - minorities/females/veterans/persons with disabilities.