Manager, Customer Service

Summary: As the leader and service planner of the services activity based in Saint-Etienne, you will be responsible for the efficiency of services, development of the team, respect of the regional and global strategy of the group as well as defining the global strategy of technical support for our Fiber Optic products. You will be responsible for continuously optimizing the operation of the team to maximize contribution margin while improving and maintaining performance to our customers such as repair times and service rates. You will also work closely with the R&D, NPI and Marketing teams during the new product development process to plan activities related to the calibration and repair of Fiber Optic products in local and international service centers. Your main tasks include managing repairs, checks and calibrations, height adjustments, spare parts management and support to other service teams. You will be in constant contact with the R&D and NPI departments in order to resolve technical issues or provide technical intelligence on repair and service operations. You will also participate in the different phases of projects to integrate your vision and service needs into the development of new products. For this position, we need someone who is able to take a "big picture" view, enjoys variety, and is able to meet the challenges that arise while managing a multifaceted repair department. The Saint-Etienne repair department handles multiple product lines with multi-level processes in a high-tech industry. This is an excellent opportunity for process-oriented technical people who are looking to contribute to the success of a world-leading test and communications industry. Duties & Responsibilities: Daily management of activities (load, resources, racks and spare parts).- Financial management of the activity (departmental costs, inventory).- Technical support for VIAVI Saint-Etienne service technicians and for other VIAVI sites or partners on your product lines.- Support to the administrative services in Saint-Etienne, Customer relations, etc.- Weekly reporting of KPIs.- Defining service strategies for new products.- Participation in the development of new products for the local group.- Maintenance of our test and calibration tools. Pre-Requisites / Skills / Experience Requirements: - DUT or engineer with a major in electronics, optics or generalist.- A minimum of five years of experience ideally in a high-tech telecommunications environment.- Good interpersonal skills in a matrix organization with a strong business expertise (functional).- Strong negotiation and project management skills in an international environment.- External and internal customer-oriented team spirit.- Reference partner for product development and marketing teams regarding product and service feedback.- In-depth knowledge of electronics (design, components, troubleshooting techniques).- Experience with best-in-class service levels (market turnaround time, on-time delivery and service performance).- Experience in managing a technical repair center or service team.- Experience designing products for maintenance.- Ability to work as a team in a regional and global organization.- Fluent English and French, both written and spoken. About VIAVI Solutions: VIAVI Solutions Group has over 90 years of technical innovation which has evolved to keep pace with and address our customers' most pressing issues. We make equipment, software and systems that help plan, deploy, certify, monitor and optimize all types of networks, such as cell phones, service providers, large enterprises and data centers. VIAVI Solutions France, Center of Excellence in Optics, is a leader in the field of test and measurement of fiber optic telecommunication networks. Our staff of 150 imagine, design and produce innovative products and solutions with very high added value in a unique technological environment.