Third Level Support Technical Team Manager

Job Summary
This role is responsible for leading individual contributors, overseeing Third Level Support (3LS) customer escalations from markets across Asia Pacific and Japan, drive overall resolution turn around times, govern IRT/tiger team meetings for critical escalations, drive operational excellence through stakeholder management, proactive initatives, managing resources and timelines. The role applies advanced subject matter knowledge to shape and integrate quality requirements into product development, design, and manufacturing. The role advises on quality tests, reviews violation reports, assesses impact with teams, and manages discontinuation if necessary.
Responsibilities

• Lead a team of 3LS engineers supporting markets/countries across APJ.
• Drive Operational excellence with respect to resolution time, partner/supplier /ODM engagement partnerships along with HP internal functions such as RD, System/engineering teams
• Drive stakeholder management across functions having the escalations and top issues under control and minimize business impact to HP and customers
• Ensures team is engaged with cross HP functions and supplier/partners for rapid resolution of escalations / top issues
• Provides direct and ongoing leadership for a team of individual contributors, designing an integrating quality requirements and practices into the development, design, and manufacturing of products and solutions.
• Manages headcount, deliverables, schedules, and costs for multiple ongoing projects, ensuring resources are appropriately allocated.
• Ensures goals, objectives, timelines, and budgets are met in accordance with program and organizational roadmaps; submits proposal for realignment of goals and budget if needed.
• Communicates project status and escalates issues to direct managers, program managers, and internal and external development partners.
• Advises on analytical test methods involved in quality assurance, reviews test reports for specification violations, works with internal teams to assess the impact, and drives the phase out process if needed.
• Manages relationships with outsourced partners and suppliers, including setting expectations regarding deliverables, product quality, schedules, and costs.
• Ensures team members are effectively communicating and collaborating with outsourced resources.
• Identifies opportunities for process improvement and cost reduction, and recommends changes in alignment with business tactics and strategy.
• Monitors advances in competitor’s products to evaluate advances in quality expectations.
• Performs talent management responsibilities including recruitment, performance management, coaching and career development.
• Ensures that proper knowledge and career development tools are in place to support ongoing team member and process development.
  
  

Education & Experience

• Bachelor Degree or above in Industrial Engineering, Manufacturing Engineering, Electrical or Electronics Engineering, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically 15 years+ of job-related experience and 5+ years of management experience, preferably in quality assurance, reliability, engineering or a related field.
  

Knowledge & Skills

• Agile Methodology
• Auditing
• Automation
• Computer Science
• Continuous Improvement Process
• Corrective And Preventive Action (CAPA)
• Data Analysis
• Good Manufacturing Practices
• ISO 9000 Series
• New Product Development
• Pharmaceuticals

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• Process Improvement
• Product Quality (QA/QC)
• Project Management
• Quality Management
• Quality Management Systems
• Risk Management
• Root Cause Analysis
• Test Automation
• Test Planning
  

Cross-Org Skills

• Customer Centricity
• Prioritization
• Resilience
• Team Management
• Strategic Thinking
  

Disclaimer
This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.