Customer Experience TAC Director

Req ID: 122450 
Remote Position: Yes 
Region: Americas 
Country: USA 

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 24x7 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.

Salary

$166,000 - 228,000 USD/year

The 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.
 

Notes

This 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.

Celestica’s policy on equal employment opportunity prohibits discrimination based on race, color, creed, religion, national origin, gender, sexual orientation, gender identity, age, marital status, veteran or disability status, or other characteristics protected by law. 
This policy applies to hiring, promotion, discharge, pay, fringe benefits, job training, classification, referral and other aspects of employment and also states that retaliation against a person who files a charge of discrimination, participates in a discrimination proceeding, or otherwise opposes an unlawful employment practice will not be tolerated. All information will be kept confidential according to EEO guidelines.

Location: This is a remote position, with travel as necessary. We are open to considering candidates close to any of our US locations in Massachusetts, Pennsylvania, Minnesota, Texas, Arizona, Oregon or California as well as locations near major airports such as the Northeast, Southeast, Midwest and Pacific Coast.

COMPANY OVERVIEW:
Celestica (NYSE, TSX: CLS) enables the world’s best brands. Through our recognized customer-centric approach, we partner with leading companies in Aerospace and Defense, Communications, Enterprise, HealthTech, Industrial, Capital Equipment and Energy to deliver solutions for their most complex challenges. As a leader in design, manufacturing, hardware platform and supply chain solutions, Celestica brings global expertise and insight at every stage of product development – from drawing board to full-scale production and after-market services for products from advanced medical devices, to highly engineered aviation systems, to next-generation hardware platform solutions for the Cloud. Headquartered in Toronto, with talented teams spanning 40+ locations in 13 countries across the Americas, Europe and Asia, we imagine, develop and deliver a better future with our customers.

Celestica would like to thank all applicants, however, only qualified applicants will be contacted.
Celestica does not accept unsolicited resumes from recruitment agencies or fee based recruitment services.