Service Operations Manager
Overview
Keysight is a mission-critical design enablement partner for organizations solving the world’s most complex engineering challenges. With deep engineering expertise and leading design, emulation, and test solutions, our ~16,800 employees help customers in over 100 countries accelerate innovation across communications, automotive, energy, quantum, aerospace and defense, semiconductor, and artificial intelligence markets. Learn more about what we do.
At Keysight, people come together to explore new ideas, challenge what's possible, and advance the technologies defining the future. Here, you'll find opportunities to do your best work, take your career further, and thrive in an award-winning culture. Learn more about our benefits.
Responsibilities- Thailand Country Services Leadership
- Act as the management representative for Thailand Services.
- Provide local leadership presence and support for all Thailand service activities.
- Represent in country-level management discussions and cross-functional engagements.
- Align local execution with regional strategic objectives.
- Customer Escalation Management
- Serve as the primary focal point for Thailand customer escalations.
- Lead cross-functional teams to resolve critical service delivery issues.
- Drive root cause analysis and corrective actions for major customer concerns.
- Ensure timely communication and updates to customers and management.
- Monitor escalation trends and implement preventive improvement actions.
- Customer Engagement & Service Business Development
- Strengthen relationships with key Thailand customers.
- Conduct regular customer visits and executive engagements.
- Lead and facilitate service business review meetings.
- Host customer visits to service laboratories and operational facilities.
- Identify customer pain points and collaborate with sales and service teams to develop solutions.
- Support growth of calibration, repair, managed services, and asset management opportunities.
- Country-Level Event Leadership
- Lead planning and execution of country-level service events.
- Coordinate executive and leadership visits to Thailand.
- Organize service-related customer events and workshops.
- Oversee local festive celebrations and employee engagement activities.
- Ensure successful execution of corporate and regional initiatives within Thailand.
- Local Team Leadership & Coordination
- Provide day-to-day leadership and operational guidance to Thailand service personnel.
- Manage the Thailand service team.
- Foster teamwork, accountability, and employee engagement.
- Support resource planning and workforce development.
- Mentor local team members to enhance technical and customer-facing competencies.
- Partnership with Thailand Sales Organization
- Co-lead customer strategy and engagement activities with the Country Sales.
- Support strategic account planning and service growth initiatives.
- Align service capabilities with customer business requirements.
- Drive joint customer satisfaction and revenue growth objectives.
- Participate in key customer executive reviews and business development discussions.
- Operational Governance & Performance Management
- Monitor service operational performance and key metrics.
- Review customer satisfaction, turnaround time, quality, and delivery performance.
- Drive continuous improvement initiatives within Thailand operations.
- Escalate operational risks and resource gaps to regional management.
- Ensure compliance with Keysight policies, quality standards, and local regulations.
- Business Continuity & Crisis Management
- Own Thailand Business Continuity Planning processes.
- Lead local emergency response activities.
- Coordinate communication and recovery plans with regional management.
- Conduct periodic BCP reviews, drills, and risk assessments.
- Ensure operational readiness and service continuity during emergencies.
- Bachelor of Engineering (Electronics and Electrical) or equivalent.
- Relevant years of experience in service support requirements and understand the service delivery.
- Possess knowledge on requirements under ISO9001:2008 and/or ISO/IEC 17025:2005.
- Literacy in legal documentations, understand service level agreement offered by Services on Exhibits, SOW & T&Cs.
- Possess knowledge of calibration, repair process, software application and database management.
- Possess good communication skill which involves collaboration with customers, business team and operations team.
- Ability to demonstrate analytical thinking, able to understand the business needs and establish solutions.
- Ability to evaluate solutions profitability and drive service deliverables execution per plan.
Careers Privacy Statement***Keysight is an Equal Opportunity Employer.***