Service Director Xradia
THIS JOB HAS EXPIRED Department: Customer Service
Reports To: VP Global Sales and Field Operations
The Service Director is responsible to oversee all service activities at Xradia and Xradia customer sites and to drive and manage Xradia's service business.
Establishes and maintains ongoing lines of communication with Xradia customers, product management, engineering and manufacturing to provide the appropriate support the customer requires. Ensure Field Service Engineers (FSE's) are current with the latest upgrades and/or new products. Selects, develops, and evaluates personnel to ensure Xradia provides world class service support. All these activities are to be performed with Xradia's core values in mind: Customer Success, Results Driven, Integrity, Technical Leadership, Teamwork and Quality & Reliability.
Drive growth in Service revenue and profitability
Develop strategies and associated tactics for supporting Xradia systems at customer sites worldwide
Develop and implement a strategy to ensure field service meets installation, service support and preventative maintenance requirements
Proactively hire, manage and coordinate all Field Service Engineers in support of service organization
Effectively schedule work flow in conjunction with customer requirements and established schedules
Effectively resolve all customer field tool support issues in a timely and cost effective manner
Develop processes and documentation for customer installation, communications and service reports in alignment with existing Company processes
Develop and manage the service department budget within plan, while continuing to meet customer expectations
Lead, coach and develop all field service support personnel
Responsibilities include interviewing, hiring, training and certification of employees; planning, assigning, and directing activity; appraising performance; addressing concerns and resolving problems
Manage service inventory, establish stocking levels and implement inventory level tracking and materials exchange procedures
Participate in the Product Life Cycle (PLC) process to ensure new products are developed with service and reliability requirements in mind. Ensure global service force is trained to install and service new products consistent with their release. Work closely with Manufacturing and Engineering during Alpha and Beta periods to ensure procedures and training material are ready.
Collect statistics and develop standards regarding product field reliability, MTTR and MTBF in order to make decisions regard service headcount requirements and product improvements.
Develop metrics and procedures for service tasks, and implement a process for tracking performance vs. metrics. Implement and update/maintain service documentation review and control system, as well as configuration tracking system.
Excellent knowledge of Customer Service fundamentals
Solid skills in project and time management, budgeting, oral and written communication, and completing performance evaluations
Proficiency in Microsoft Office, specifically Outlook, Excel and Word
Ability to effectively present information and respond to questions from groups of managers, clients, customers; ability to visualize, create and execute future business strategies, policies, and procedures
Bachelor's degree or equivalent
At least 10 years of experience in Global Field Service Organization and growing the service group to meet aggressive growth plans
||Pleasanton, CA |
THIS JOB HAS EXPIRED