Customer Service Operations Manager
Teradyne is seeking an experienced IT Customer Service Operations Manager to lead the IT
Customer Service Team in providing services to its internal customers. The IT Operations
Manager will lead initiatives of the outsource partner and the internal IT team of subject
matter experts (SMEs) to drive improved Customer satisfaction. The Manager will have
responsibility for the following areas:
Establish and drive ongoing communications across the Customer Service Team (with outsourcing
partner and internal SMEs) to review the operations and to monitor progress against
Draw on focused, timely, accurate information to understand our internal Customers, analyze
and synthesize operational data to identify opportunities for improvement, and modify IT
processes and practices to meet Customer needs.
Drive Initiatives to Improve Customer Service Capabilities.
Having identified opportunities for service improvements, the Customer Service Operations
Manager will ensure that the initiatives are executed to plan and, ultimately, deliver the
Qualifications and Experience
The ideal candidate will have at least 7 years of IT Customer Service experience; experience
in an outsourcing environment is a major advantage. MBAs are preferred.
Candidates must demonstrate analytical capability including the ability to synthesize data to
identify key issues, articulate a compelling case to close gaps, and propose solutions to
improve Customer service performance. Operational analysis capabilities and root cause
analysis skills are a must. The Customer Service Manager must be a superb communicator and
have the ability to effectively interact with Customers and to direct and motivate a global
Service Team and outsourcing partner.
Teradyne(NYSE:TER) is a leading supplier of Automatic Test Equipment, and interconnection
systems. The company's products deliver competitive advantage to the world's leading
semiconductor, electronics, automotive and network systems companies. In 2004, Teradyne had
sales of $1.8 billion, and currently employs about 5,900 people worldwide. For more
information, visit www.teradyne.com Teradyne(R) is a registered trademark of Teradyne, Inc. in
the US and other countries. All product names are trademarks of Teradyne, Inc. (including its
subsidiaries) or their respective owners.
Teradyne is an Equal Opportunity Employer (M/F).
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