Director Global Support Expert Center (m/f/d)
Manage a team of mgrs. and engineer (various locations) to fulfil department goals and objectives.
Work with Field Service Mgmt Team to set mid- and long-term goals to meet BU objective.
Work with Field Service Mgmt Team and SOC BU Mgmt Team , in achieving common goals as set during both Support Product Life cycle (FS BU) and Product Life Cycle (SOC BU).
Will need to participate regularly in both BU's meeting to understand support/help needed from the bigger FS Team (including, but not limited to, Marketing, Business Development, Technical Support, Delivery Team, Supply Chain etc).
Will need to participate regularly in both BU's meeting to articulate support/help needed from the bigger SOCBU Team (including, but not limited to, Marketing, Business Development, Operations, Technical Support, R&D, Supply Chain, etc).
Serve as 1st lvl escalation liaison between FS BU Support Delivery VP and Mgmt Team and SOCBU Mgmt. Team, if and as needed.
Call upon to deploy collaborative program/project identified and agreed by both FS Mgmt. Team and SOCBU Mgmt Team (sponsored by both FS BU and SOC BU) and focused on support plan readiness, customer satisfaction and execution excellence. Examples of activities include, but not limited to:
Leads the setup and implementation/execution of FS/BU programs and projects
Make sure 93K service & support PLC plan readiness with associated tracking of KPI defined, especially in product ramping phase.
Provide regular update to FS and SOCBU management team and coordinate alignment between the two BU's management team timely, when there is a need.
Joins SOC BU staff meeting to align operational topics, and DYN/SPR for strategic planning.
Participate in R&D PLC from the concept phase (early stage) to ensure appropriate/agreed Design for Supportability
Work with the various collaboration or working team that currently exist within and FS and SOCBU (like GSEC and R&D, Planner with Buyer, etc.
Build / maintain a high level of product technical expertise across the teams.
Proven track record of leadership with a large team.
Working knowledge of field support is desired.
Have a strong and proven record of program / project mgmt. Have experience to shape and implement strategic support programs.
Strong and proven record of communication skill (Listening, written and spoken).
Will need to understand and work with various teams located globally in a collaborative matter.
Ability to drive identified result / objective.
Ability to travel as needed.
Good / Strong understanding of ATE market is desired.