Job Description:

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 services


• Conduct analysis to determine best path for solving business problems/opportunities


• Act 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 constraints


• Maintain/Improve data reporting processes


• Metric visualization and dashboarding for operational use


• Review Warranty Claims and manages RMA processes for customer returns


• Create and maintain reports outside ERP system for data analysis and performance trends


• Act as liaison for 3rd Party team(s) to better communicate with operations teams, product managers and senior management


• Manage OpEx and CoGS in line with AOP and revenue to meet margins target


• Manage the Customer Experience by ensuring customer issues are resolved quickly and root cause is understood and addressed


• Provide input quarterly business reviews with regional sales manager and BU GM/PLM function, emphasis on better supporting the customer


• Spare parts/upgrade management


• Lead cross-functional project meetings and track actions items and maintain delivery schedules


• Inventory Management

Pre-Requisites / Skills / Experience Requirements:

Qualifications:

• Bachelor’s Degree or Equivalent Relevant leadership experience required


• 2+ years of leadership experience + 7 years of overall experience preferred


• Degree in Electronics Engineering and/or Business is preferred


• Operations management experience ideally with internal and external (3rd Party) partners


• We are looking for someone who is proactive and willing to take initiative to solve problems and gain collaboration with internal partners


• Reliable Business Acumen. Excellent business knowledge and financial awareness with thorough understanding of services cost structure


• Experience collecting, analyzing, presenting, and managing data, and using data to assess progress and inform organizational decisions


• Operational Excellence: Proven track record of managing operations and driving sustainable performance improvement


• Ability to develop strong, productive relationships across organizational boundaries


• Ability to effectively communicate instilling trust in the commitments given both internally and to our customers


• Proficient Excel User

Success Indicators:

• Experience managing manufacturing and/or repair operations with minimum of 2 years


• Test and Measurement Operations management experience


• Electronics manufacturing or repair experience


• Experience managing external partner relationships


• Excel proficiency at Expert Level / data analytics


• Experience working with ORACLE/AGILE


• Experience with creating/maintaining OBIEE reporting systems


• Experience in understanding and correcting data discrepancies, identifying data anomalies, and root cause analysis

If 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.

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