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5G R&D Customer Support Manager

Date:  Oct 10, 2019
Country:  United Kingdom
State / Province:  Hampshire
City:  Fleet
Job Type:  Regular
Job ID:  34401

Job Description

Keysight provides 5G test solutions to the wireless industry, serving customer workflow from early design through manufacturing test.  We are focused on developing innovative solutions that solve our customers’ biggest challenges, helping them deliver programs on schedule and to accelerate new 5G services to market.

Keysight Network Emulation Solutions (NES) is operating in a dynamic, demanding and fast-paced environment, with a market that is transitioning through multiple phases and the pace at which customers are moving is accelerating.  As the market expands and matures we will augment our market leading solutions to differentiate beyond being first, through solution and value-added service offerings.

Do you want to take on a key leadership role representing the “voice of customer”? We are looking for a dynamic, energetic individual to manage the Network Emulation Solutions (NES) Customer Support organization.  You will provide leadership and direction to a team of talented engineers to rapidly solve customer issues, working closely with Keysight R&D teams.  Also, you will develop the strategy and lead the execution for the scaling of customer support.  We want NES customer support to be a competitive advantage, highly valued by customers and differentiated from the competition.

You know how to get results, how to work collaboratively with other groups, operating across functional and group boundaries to meet demanding timelines and customer expectations. Your track record of successful project management delivery into communications markets is impressive, you know how to manage the financial aspects of a team / project and you are looking for a new challenge at the forefront of innovation.      

Duties & Responsibilities

  • Define and drive customer support & experience strategy
  • Work with customers to support their technology and product turn-on/bring-up
  • Create a team environment where engineers are eager and prepared to engage with customers to enable their work flow
  • Build partnerships with internal and external stakeholders to ensure a profitable revenue growth, optimizing customer satisfaction
  • Identify and drive e2e business improvements and effectively evangelize Customer Experience;
  • Ensure hand-offs to R&D are well defined with clear next steps defined
  • Manage Tier-2, Service Management, Training, Learning Products and Hardware Support employees to ensure successful implementation of solution, product, installation, repair and calibration services
  • Provide an effective Product Assurance service to act in a customer advocacy capacity towards solution R&D 
Job Qualifications
  • Exceptional leadership skills with ability to manage across regions and cultures;
  • Effective people leadership and team building skills
  • Strong operational experience and customer focus
  • Bachelor’s or Master’s Degree in Engineering, Physics, CS, CE or related field or equivalent experience, and with 10+ years of industry experience
  • Proven Change Management skills
  • Strong program management skills to ensure projects are delivered against deadlines
  • Experience creating and managing a budget
  • Technical, with knowledge and experience of the wireless market and communications standards
  • Experience with fast time-to-market New Product introduction (NPI), hardware, agile software development and product lifecycles
  • Proven ability to make decisions quickly and efficiently
  • Proven ability adapting to an aggressively changing marketplace
  • Successfully built organizations to support growth initiatives.
  • Curious and continuous learner, eager to acquire new knowledge
Job Function
R&D

 

Business:

Communications Solutions Group - Wireless Devices & Operators

Employment Program:

Regular

Duration (temp position only):

Not Applicable

Relocation Benefits:

Yes

Shift:

Day Job

Schedule:

Full Time (F)

Travel Required:

< 25%

 

 

 

 

 

Candidates can be considered to work from the following locations: Fleet, UK

 

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***Keysight is an Equal Opportunity Employer.***


Keysight Technologies Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.


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