Senior Staff, Customer Experience Operations

General Overview

Functional Area:  Engineering        
Career Stream:  Design Engineering Systems Applications
SAP Short Name:  SSE-ENG-DSA
Job Level:  Level 11
IC/MGR:  Individual Contributor        
Direct/Indirect Indicator:  Indirect

Job Description

This is an exciting opportunity in Celestica’s Hardware Platform Solutions (HPS) to make a positive impact and be part of a rapid business growth in a dynamic environment.  This individual-contributor position reports to the Senior Director of the Customer Experience (CX) organization and will be empowered and responsible for all CX operations which include post-sales support and sustaining metrics and dashboards, define and document support and sustaining processes, NPI process from engineering, knowledge base article creation process, CX Capex and Opex forecasting and annual operating plan (AOP) planning with Finance, working with IT to put the required support systems in place, managing contractor SOW and payments, implementing customer satisfaction and net promoter scores.  Other duties may be required per business demands.

Technical Experience Requirements

• 9+ years of experience in support and services operations roles or equivalent in high-tech industry - Networking, Storages, Servers, etc.
• Accountable, proactive, and can hold others accountable for the deliverables.
• Experienced in Capex and Opex forecasting, AOP planning, and possessed the required financial background and business acumen for the planning.
• Familiar with technical support and sustaining engineering processes, metrics, and dashboards.
• Familiar with end-to-end processes from Sales to post-sales Support and the IT systems that enabled the processes.
• Familiar with reverse logistics (RMA) processes and planning.
• Familiar with support entitlements, product license and registration, and customer credential checks.
• Familiar with KB article creation process and tools that enable the creations.
• Has implemented Customer Satisfaction survey and net promoter scores.
• Proficiency in business tools such as Excel, Word, PowerPoint, business intelligence tool, customer issue tracking tools, Kb tools, etc. 
• Good command of English writing and verbal skills.
• Experienced in technical support roles and/or engineering/development a plus.
• Available for occasional travels in the US or internationally.

Typical Education

• Bachelor's degree in related fields or equivalent.  
• Master’s degree in related fields or equivalent or MBA is a plus.
• Advanced studies in Business/Operations/Technology are recommended.

Salary

$146,000 - 200,000 USD/year

The salary range described in this posting is an estimate by the Company, and may change based on several factors, including by not limited to a change in the duties covered by the job posting, or the credentials, experience or geographic jurisdiction of the successful candidate.
 

Notes

This job description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all duties of the job. Job duties and the % of time identified for any function are subject to change at any time.