Global Support Center (GSC) Senior Manager

<p><b><u>About the role</u></b></p><p>The Mature Products and Services (MPS) Customer Support (CS) Global Support Center (GSC) Senior Manager will report to the Director Customer Support WW BL MPS and is responsible for managing a GLOBAL 3rd line support team across 3 continents as ONE team.</p><p></p><p>This team consist out of technical experts with the following 3 areas of responsibilities:</p><p></p><p><b>1. Escalation Management</b></p><p>Machine down situations at our customers or in our factory can lead to escalations when they are taking too long to solve which can be caused by complexity of the issue or skill level of local engineers. The GSC team will help diagnose issues in our systems and provide action plans to the service engineer while explaining and motivation the steps provided.</p><p>The (GSC) Senior Manager needs to oversee these activities and minimize downtime of the systems by:</p><p>Consistently maintaining an overview of all (technical and logistics) escalations from CS Field and Delivery Operations to the GSC globally to ensure :</p><ul><li>there is a clear forward looking plan in place for every escalation and to ensure progress is meeting the expected deliverables of the local team. To proactively address and mitigate possible road-blocks with all parties and this includes coordinating expert resources from different locations (globally) or departments to resolve the challenge on hand, including on-site support.</li><li>to address high and critical escalations with Management of every stakeholder by ensuring support plans are in place and GSC execution is supportive of the customer commitments, especially with regards to a System Down.</li><li>engaging with Delivery Operations management to mitigate possible system delivery delays by proactively addressing foreseeable risks.</li></ul><p></p><p><b>2. Service Engineering</b></p><p></p><p>a) Ensure all CS Field needs are addressed and met with Development Engineering (D&amp;E) group with regards to new Service Requirements of D&amp;E deliverables or Sustaining Engineering works.</p><p></p><ul><li>Maintain an overview of all demands towards D&amp;E to ensure the priorities as aligned with CS Field and timelines are followed.</li><li>Periodic engagement with D&amp;E management on cooperation progress and to address shortfalls including escalation to senior management in the event a situation is not meeting a committed timeline and to work towards a mitigated solution with all stakeholders.</li></ul><p></p><p>b) Ensure all New Product Introductions (NPI) are appropriately planned and executed to plan by the team. These include :</p><p></p><ul><li>Lifetime Extension Modules (major - such as rack redesign) and Peripherals (minor -  such as circuit board changes) are properly documented for Serviceability (ie. procedures).</li><li>Ensure NPI Roll-Out trainings are in place for both the Field and Delivery Operations globally prior to product/part launch.</li><li>Have the global team prepared for On-Site “Introduction support” for first 2 or 3 integrators per continent.</li></ul><p></p><p>c) Review all Service Alerts and Newsflashes prior to official release to inform our engineers or customers</p><p></p><p>d) Ensure all existing Service Documentations (procedures) are updated in a timely manner based on Field feedback. Performance statistics are measured to ensure the service deliverables are meeting internal set targets.</p><p></p><p>e) Assist ‘Marketing” department in securing ‘Beta-Test” sites from the Field for new products.</p><p></p><p><b>3. Knowledge Management</b></p><p></p><p>a) Ensure the team maintains a teaching posture and behavior when supporting an escalation – seeking every opportunity to transfer knowledge towards Field or Delivery Operations colleagues.</p><ul><li>this includes co-working with local teams to ensure post mortems are followed-up and documenting issues worthy of sharing to a worldwide audience to prevent repeats</li></ul><p></p><p>b) Ensure the team is maintaining the Technical Knowledge dataBase (TKB) sharepoint periodically.</p><ul><li>content of the database is relevant by removing or clarifying on unclear or unsupported information with the submitter</li><li>archive information according to the relevant module or sub-system</li><li>ensure good information is converted to Coach</li></ul><p></p><p>c) Training</p><ul><li>Ensure PAS5500 Scanner and Stepper training demands are collected well in advance prior for planning of the new year’s program and posted in MyLearning by end-November for reservations.</li><li>Challenge the team to anticipate field demands with the changing environment to address content and to think of new cost effective and more efficient ways of conducting training.</li><li>Secure training centers are well maintained and training content is up-to-date and GSC trainers are well prepared to provide training to our engineers and customers.</li></ul><p></p><p><b><u>Education and Work Experie