1 Director – Global Level 2 Support and NPI/Service Readiness-TEK002983
OPCO Description
Thanks to our test, measurement and monitoring solutions, we're helping our customers bring advanced technologies to market. From consumer applications such as Mobile Protocol, CDMA 3G, to solutions for the medical and ATE markets - our work pervades everyday benefit. Tektronix’ Network Management Business enables the world’s largest network operators build, deploy and manage current and advanced communication networks, including fixed, mobile, IP and converged multi-service networks. These solutions monitor more than 30% of the world’s calls and their network diagnostic and performance monitoring solutions are installed in more than 100 carrier and cable networks in over 40 countries. Please Note: The Comms Group will not accept un-solicited resumes. We only will pay a fee for candidates submitted or presented where there is a signed recruiting agreement in place with Tektronix Communications, Arbor Networks, Fluke Networks or VSS Monitoring prior to the submittal and it must be signed by myself or our VP, Talent Acquisition and the resume must be submitted to a specific requisition that the agency was invited to work through our vendor management system. In the case that a candidate is submitted or presented to one of these companies by a recruiting agency without a signed agreement, Tektronix Communications, Arbor Networks, Fluke Networks and VSS Monitoring reserve the right to pursue and hire those candidate(s) without any financial obligation to the recruiting
Description
The role of the Director - Global Level 2 Support and Service Readiness will report directly to the Vice President of Global Services and Delivery.
Objectives
· Build a best in class tier 2 service organization capable of advanced troubleshooting and resolving our customers most complex issues within defined sla’s.
· Systematically capture trends from trouble ticket data and customer interactions to drive product improvements to increase service team efficiency and customer satisfaction.
· Lead a service readiness function that works collaboratively with the engineering and product management organizations to ensure the needs of the service and delivery team are designed into product releases.
· Partner with the regional service leaders t ensure our regional service and delivery teams are prepared to support new product releases.
- Perform other duties as assigned to support the profitable growth of the Tektronix Communications Services business.
The Director of Global Level 2 and Service Readiness is responsible for:
· Understanding the advanced support requirements of Tektronix Communications customers and building advanced technical team to cost effectively meet the needs of our applications and monitoring customers.
· Translating the needs of the service and delivery teams into clear business requirements to enable our product management and engineering teams to design solutions that meet the service requirements of our applications and monitoring customers.
· Building standard work and processes that ensure our regional service and delivery teams are properly prepared to deploy and service new product releases across our monitoring and applications businesses.
- Working collaboratively with our engineering organization to prioritize and resolve critical customer reported defects.
- Serving as the main escalation point during critical customer situations and driving the organization to ensure cross functional resources are engaged in a coordinated fashion to drive the issue to closure.
Understanding the voice of the customer to ensure new releases meet the service needs of our customers.
Qualifications
Technical Skills
• Have a working knowledge and understanding of fixed and mobile telecommunications technologies.
• Previous experience leading a level 2 and service readiness fucntion
• Innovation and Creativity – identify areas of improvement within the work unit; propose new ideas to effectively resolve issues and situations and improve processes.
Level 2 and Service Readiness skills
• Knowledge of industry best practices for delivering advanced technical support to customers
• Ability to understand financials and prioritize service requirements based on a number factors including voice of customer, return on investment, etc.
• Experience leading cross functional teams to resolve critical customer situations.
• Experience working directly with customer executives and key stakeholders to solve complex technical issues.
• Experience building standard work to prepare service teams to support new product introductions.
Communication and Team Leadership
• Results orientation Communicates effectively at all levels and drives change
• Has courage of convictions; expresses ideas in a clear/succinct way
• Work within a team to build a strong culture in sync with company values
Inspires team engagement and collaboration throughout the team
The Director of Level 2 and Service Readiness should have experience within the telecommunications industry and have the following attributes:
• Bachelor's degree (MBA preferred) from an accredited college or university
• Experience in a service management role in an organization providing solutions to Service Providers.
• Experience in delivering advanced technical support on a global basis to end customers and channel partners
Experience working within a telecom operator and/or infrastructure provider is beneficial
Danaher Overview
Danaher is a diversified technology leader that designs, manufactures, and markets innovative products and services to professional, medical, industrial, and commercial customers. Our portfolio of premier brands is among the most highly recognized in each of the markets we serve. Danaher’s portfolio is comprised of five reporting segments: Test & Measurement; Environmental; Life Sciences & Diagnostics; Dental; and Industrial Technologies. Driven by a foundation provided by the Danaher Business System, Danaher’s 48,000 associates serve customers in more than 125 countries and generated $13.2 billion of revenue in 2010.
Organization: Tektronix Communications
Job Function: Technical Service
Primary Location: North America-United States-TX-Plano
Schedule: Full-time
OPCO Description
Thanks to our test, measurement and monitoring solutions, we're helping our customers bring advanced technologies to market. From consumer applications such as Mobile Protocol, CDMA 3G, to solutions for the medical and ATE markets - our work pervades everyday benefit. Tektronix’ Network Management Business enables the world’s largest network operators build, deploy and manage current and advanced communication networks, including fixed, mobile, IP and converged multi-service networks. These solutions monitor more than 30% of the world’s calls and their network diagnostic and performance monitoring solutions are installed in more than 100 carrier and cable networks in over 40 countries. Please Note: The Comms Group will not accept un-solicited resumes. We only will pay a fee for candidates submitted or presented where there is a signed recruiting agreement in place with Tektronix Communications, Arbor Networks, Fluke Networks or VSS Monitoring prior to the submittal and it must be signed by myself or our VP, Talent Acquisition and the resume must be submitted to a specific requisition that the agency was invited to work through our vendor management system. In the case that a candidate is submitted or presented to one of these companies by a recruiting agency without a signed agreement, Tektronix Communications, Arbor Networks, Fluke Networks and VSS Monitoring reserve the right to pursue and hire those candidate(s) without any financial obligation to the recruiting
Description
The role of the Director - Global Level 2 Support and Service Readiness will report directly to the Vice President of Global Services and Delivery.
Objectives
· Build a best in class tier 2 service organization capable of advanced troubleshooting and resolving our customers most complex issues within defined sla’s.
· Systematically capture trends from trouble ticket data and customer interactions to drive product improvements to increase service team efficiency and customer satisfaction.
· Lead a service readiness function that works collaboratively with the engineering and product management organizations to ensure the needs of the service and delivery team are designed into product releases.
· Partner with the regional service leaders t ensure our regional service and delivery teams are prepared to support new product releases.
- Perform other duties as assigned to support the profitable growth of the Tektronix Communications Services business.
The Director of Global Level 2 and Service Readiness is responsible for:
· Understanding the advanced support requirements of Tektronix Communications customers and building advanced technical team to cost effectively meet the needs of our applications and monitoring customers.
· Translating the needs of the service and delivery teams into clear business requirements to enable our product management and engineering teams to design solutions that meet the service requirements of our applications and monitoring customers.
· Building standard work and processes that ensure our regional service and delivery teams are properly prepared to deploy and service new product releases across our monitoring and applications businesses.
- Working collaboratively with our engineering organization to prioritize and resolve critical customer reported defects.
- Serving as the main escalation point during critical customer situations and driving the organization to ensure cross functional resources are engaged in a coordinated fashion to drive the issue to closure.
Understanding the voice of the customer to ensure new releases meet the service needs of our customers.
Qualifications
Technical Skills
• Have a working knowledge and understanding of fixed and mobile telecommunications technologies.
• Previous experience leading a level 2 and service readiness fucntion
• Innovation and Creativity – identify areas of improvement within the work unit; propose new ideas to effectively resolve issues and situations and improve processes.
Level 2 and Service Readiness skills
• Knowledge of industry best practices for delivering advanced technical support to customers
• Ability to understand financials and prioritize service requirements based on a number factors including voice of customer, return on investment, etc.
• Experience leading cross functional teams to resolve critical customer situations.
• Experience working directly with customer executives and key stakeholders to solve complex technical issues.
• Experience building standard work to prepare service teams to support new product introductions.
Communication and Team Leadership
• Results orientation Communicates effectively at all levels and drives change
• Has courage of convictions; expresses ideas in a clear/succinct way
• Work within a team to build a strong culture in sync with company values
Inspires team engagement and collaboration throughout the team
The Director of Level 2 and Service Readiness should have experience within the telecommunications industry and have the following attributes:
• Bachelor's degree (MBA preferred) from an accredited college or university
• Experience in a service management role in an organization providing solutions to Service Providers.
• Experience in delivering advanced technical support on a global basis to end customers and channel partners
Experience working within a telecom operator and/or infrastructure provider is beneficial
Danaher Overview
Danaher is a diversified technology leader that designs, manufactures, and markets innovative products and services to professional, medical, industrial, and commercial customers. Our portfolio of premier brands is among the most highly recognized in each of the markets we serve. Danaher’s portfolio is comprised of five reporting segments: Test & Measurement; Environmental; Life Sciences & Diagnostics; Dental; and Industrial Technologies. Driven by a foundation provided by the Danaher Business System, Danaher’s 48,000 associates serve customers in more than 125 countries and generated $13.2 billion of revenue in 2010.
Organization: Tektronix Communications
Job Function: Technical Service
Primary Location: North America-United States-TX-Plano
Schedule: Full-time