Senior Staff, Customer Experience Operations

Req ID: 122449  Region: Americas  Country: United States  State/Province: California  City:  San Jose General OverviewFunctional Area:  Engineering        Career Stream:  Design Engineering Systems ApplicationsSAP Short Name:  SSE-ENG-DSAJob Level:  Level 11IC/MGR:  Individual Contributor        Direct/Indirect Indicator:  IndirectJob DescriptionThis 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 individual-contributor position reports to the Senior Director of the Customer Experience (CX) organization and will be empowered and responsible for all CX operations which include post-sales support and sustaining metrics and dashboards, define and document support and sustaining processes, NPI process from engineering, knowledge base article creation process, CX Capex and Opex forecasting and annual operating plan (AOP) planning with Finance, working with IT to put the required support systems in place, managing contractor SOW and payments, implementing customer satisfaction and net promoter scores.  Other duties may be required per business demands.Technical Experience Requirements9+ 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 EducationBachelor'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.Salary$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. 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.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.