About the Role
Title: Customer Experience TAC Director
Location: Remote Employee US United States
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 position reports to the Senior Director of the Customer Experience (CX) organization and will be empowered and responsible for the newly formed global technical assistance center (TAC) that supports Networking (routing, switching, security), storages, servers at hardware, firmware, and software levels.
The role is a technically hands-on one that will manage the Technical Support engineers’ (or FAE’s) daily activities, including technical case assignments, engineers’ responsiveness to customers, case management, resolutions, customer escalation management, engaging sustaining engineering and development teams to resolve issues, TAC lab, issue replications, knowledge base article creation, providing overall technical guidance and driving complex issue resolutions, and customer interfacing.
The responsibilities will also include managing contractors, evolving the TAC to a 24×7 operation, TAC engineers training and coaching, defining and enforcing TAC operating procedures and processes, TAC engineers’ handbook, new hire onboarding process and training, evolving TAC organization structure and size to meet all customer demands, product serviceability feedback to development teams, and managing the TAC performance metrics to meet expectations. The performance metrics include Customer Satisfaction, the SLA’s, productivity, escalation level, and technical case metrics. Other duties may be required per business demands.
Knowledge/Skills/Competencies
- 12+ years of experience in technical support troubleshooting roles in high-tech industry – Networking (Routing, Switching, Security), Storages, Servers, etc, in hardware/firmware/software.
- 8+ years of TAC management (or equivalent) experience in high-tech industry – Networking (Routing, Switching, Security), Storages, Servers, etc.
- Experienced in supporting large Enterprises, Service Providers, and/or Cloud Providers.
- Experienced in designing, configuring, troubleshooting, optimizing network hardware, topologies and deployments (Data Center/Enterprise/Campus).
- Understanding of networking concepts, architecture, topology, network protocols such as BGP, OSPF, ISIS, VXLAN, EVPN, IGMP, DHCP, BFD, VRF, Authentication (RADIUS/TACACS), Network Management protocols, NAT, Multicast, QoS (RoCE/DSCP), ACL, ZTP, Telemetry, Monitoring/Analytics.
- Experienced in C and scripting languages like Python/Go is a major plus.
- Must have direct customer interface experience
- Must have extensive experience in handling and managing escalations and critical accounts.
- Must have experience writing technical documentation (e.g.) Application Notes, FAQs, Installation Guides, User manual, Troubleshooting Guides.
- Strong leadership, accountable, proactive, responsive, 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 English written and verbal skills.
- Available for occasional travels in the US or internationally.
Typical Education
- Bachelor’s degree in CS/EE or related fields or equivalent.
- Master’s degree in CS/EE or related fields or equivalent or MBA is a plus.
- Advanced studies in Business/Operations/Technology are recommended.