Senior Staff, Customer Experience Operations

Company: Celestica Inc.
Location: San Jose
Posted on: November 11, 2024

Job Description:

Senior Staff, Customer Experience OperationsDate: Oct 2, 2024Location: San Jose, CA, US Functional Area: Engineering Career Stream: - -Design Engineering Systems ApplicationsSAP Short Name: SSE-ENG-DSAJob Level: Level 11IC/MGR: Individual Contributor Direct/Indirect Indicator: IndirectJob DescriptionTechnical 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.$146,000 - 200,000 USD/yearThe 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.NotesThis 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.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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Keywords: Celestica Inc., Tracy , Senior Staff, Customer Experience Operations, Other , San Jose, California