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Onto Innovation

Responsible for all aspects of the Intel service business on a global scale with direct and managerial individuals reporting in to this position.

Senior Service Director – Hillsboro Oregon

 

Job Summary & Responsibilities

– Responsible for developing and managing the overall service delivery strategy and operations for a key account on a global basis.

– Develop service operations team to deliver high value add service and solutions that meet the defined profitability and customer satisfaction levels of the business

– Refine service offerings and strategies for effective pre-sales engagement achieving revenue targets, corporate goals, and objectives

– Meet AOP, P&L objectives for service on a quarterly and FY basis for all service.

– Grow as-a-Service business. Develop service offerings coupled from hardware sales, software, and services

– Financial responsibility includes both Annual Operating Plan, (AOP) budgeting and P&L management to achieve an annual revenue and target margin objective

– Responsible for driving a global key account to achieve AOP external revenue, on time tool acceptances, customer satisfaction, owns and maintains customer balanced scorecard.

– Follows all business ethics practices

– Detail and quality orientation, high quality personal work product, ensuring that teams are fulfilling their accountabilities accurately and in a timely manner

– Contribute to the development of strategy and vision for diverse service offerings

– Thoroughly analyze and understand current and potential customer needs and objectives

– Oversee development of proposals and budget estimates for new projects

— Serve as strategic customer interface

– Flexible, in response to dynamically changing conditions, e.g. business development opportunities and client issues

– Driving the discipline in timely reporting of tool status.  All about integrity of the data

– Leading by Example with setting a  Customer Satisfaction culture all the way through the organization.

– Assessing Leadership gaps regarding Customer Intimacy and Business Acumen with direct reports and address accordingly.

– Always maintaining Voice of the Customer and escalating to ensure issues are addressed in a timely manner or when the company (Service, Operations, BU, etc.) are not meeting customer expectations   Field Support and Development

– Monitor KPI measurements and support field teams in developing that clearly demonstrate impact and effectiveness

– Direct reporting and supervisory relationship with FSE and regional direct and dotted line managers

– Dive the OC/EC customer satisfaction program, drive the balanced customer scorecards to continuously improving scores.

– Work cross functionally with other functional partners and Business Units and develop or recommend solutions for areas of high business impact.

– Actively search, creatively design, and execute effective methods to educate teammates and enhance their performance. Ensure that all activities meet the needs of both the organization and the learner and that all activities and resources are planned, organized, and delivered in line with those needs   Project Initiative Coordination and Field Communication Management

– Represent the field internally with cross-functional teams for strategic decisions across disciplines

– Ensure that all programs, initiatives, and roll outs have a 360-execution plan that positions the field for success

– Provide leadership around field-facing communication of initiatives to ensure messaging is clear and compelling, and that it reaches the field in a way that is highly engaging and provides value add

– Develop and manage cross-functional calendar and drive cross-functional alignment to ensure successful project launches and execution

– Assess SBU leadership training needs based on performance gaps across the organization

– Provide leadership education and mentoring to both field and HQ management with the help of HR to achieve customer satisfaction and succession planning

– Oversee management development practice to create developmental pathways and learning activities that support internal growth of high potential teammates

– Develop and deliver effective change management tactics to gain maximum benefit of process changes and initiatives

– Support Executive leaders in the creation of content and support materials for regional meetings

– Collaborate with Human Resources on talent management initiative

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