Customer Production Support Manager(GCS,Shanghai)

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.