Summary: VIAVI (NASDAQ: VIAV) is a global provider of network test, monitoring and assurance solutions for telecommunications, cloud, enterprises, first responders, military, aerospace, and railway. VIAVI is also a leader in light management technologies for 3D sensing, anti-counterfeiting, consumer electronics, industrial, automotive, government and aerospace applications. We are the people behind the products that help keep the world connected at home, school, work, at play, and everywhere in between. VIAVI employees are passionate about supporting customer success and we welcome people who bring their best every day to the company – to question, to collaborate and to push for solutions that will delight our customers. Senior Manager, Technical Support Purpose of Role: An exciting opportunity has arisen for a key services leadership position based in Germantown, MD servicing several business units. As part of VIAVI Global Services (GS) organization the successful candidate will manage a team of highly skilled support engineers and have accountability for the operational excellence of the delivery of support services in selected BUs, as well as leading improvement projects. The technical Support Manager will report directly to the Dir. WW technical support. Leveraging teamwork, leadership, close cooperation, and technical expertise, the successful candidate will ensure the delivery of support services to the highest standards. This is an exciting leadership position that also offers considerable development potential to interested candidates. Duties & Responsibilities: Responsibilities: Deliver real time operational results, build organizational capability, and execute support strategy. Provision excellent service - achieving internal and external objectives defined through. Standard support service metrics, contracts, & service level agreements KPI include SLA’s onTL9000 metrics (Response First call resolution response & backlog) Reporting and delivering BMS performance metrics, and ISO 27001 security standards. Achievement of net promoter survey benchmark results Develop and implement processes which enable consistent, high-quality case management, organizational flexibility, and resource sharing across support teams. Improve employee engagement to achieve benchmark engagement performance (graduate to SME) Identify team training needs, implement training, and represent team training requirements as part of the new product introduction process. Be a customer advocate for key customer accounts in day-to-day service to avoid support escalations. Review results on a quarterly basis with BU GM, PLMs, and NA/LA sales manager. Resolve customer technical issues that reinforce their decision to buy Viavi. Key Measures Assist partners (BU and sales) to achieve VIAVI business growth through satisfying customers. Attain and continuously improve employee engagement and survey reported quality of service. Attract, retain, and develop support talent. Work with engineering to attain TL9000 and BMS metrics Response, restoration & resolution. Attain customer service contracts, SLAs. Organizational and process effectiveness Pre-Requisites / Skills / Experience Requirements: Required Qualifications/ Skills/ Experience: Bachelors or Master’s degree in Electrical engineering, Computer engineering, Computer Science or related technical discipline. 5-10 years’ experience in an IT / telecoms / commercial based fast-moving technical support service function. Aspiration, and experience leading projects within a Support management function able to provide technical direction to a team of talented engineers. Personal Skills/Attributes Self-motivated, well-organized, independent, highly analytical Process discipline. Confident, great leader and team worker with effective and positive communication and interpersonal skills. Successful track record of developing strong, productive relationships across organizational boundaries. Capable of generating high levels of credibility with customers and internal senior level management Instils trust in the commitments given both internally and to our customers. Customer First mentality / Customer Intimate: Tenacious in solving customer problems and exceeding their expectations. Process Development and Implementation: Proven track record of leading the implementation of sustainable and innovative process improvements. Previous experience in customer support or related functions is desirable. VIAVI Solutions is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities. If you have what it takes to push boundaries and seize opportunities, apply to join our team today. Job Posting Pay Range: 111,370 to 206,830 Exceptional qualifications, experience and location may impact salary. VIAVI offers a competitive benefits package that includes paid time off, health, life and disability insurance, 401(k), and a bonus program. VIAVI empowers Service Providers and IT organizations to manage the network lifecycle for complex 5G and Fiber networks with intuitive instruments, systems and technologies; and our expertise in light management and optical coatings help protect the world's bank notes from counterfeiters, enhance the colors you see, and enable advanced technology such as 3D sensing. We are a team of thought leaders who have the freedom to support and innovate and look for new effective and efficient solutions for our customers.