Field Service Engineer – Senior

Overview

Keysight is a mission-critical design enablement partner for organizations solving the world’s most complex engineering challenges. With deep engineering expertise and leading design, emulation, and test solutions, our ~16,800 employees help customers in over 100 countries accelerate innovation across communications, automotive, energy, quantum, aerospace and defense, semiconductor, and artificial intelligence markets. Learn more about what we do.

At Keysight, people come together to explore new ideas, challenge what's possible, and advance the technologies defining the future. Here, you'll find opportunities to do your best work, take your career further, and thrive in an award-winning culture. Learn more about our benefits.

Responsibilities

As an integral part of Keysight’s Global Services organisation, the Customer Success Manager (CSM) is critical to ensuring the contractual obligations of our customized service solutions are achieved and our solutions translate into customers’ desired business outcome.

The CSM assumes control of customer accounts after Solution Architects and Implementation Project Managers have completed design and deployment of custom service solutions.  Once operational, through continuous interactions and relationship management, the CSM collects, analyses and uses data to ensure a successful customer experience.  Monitoring achievement levels against contractually established Key Performance Indicators (KPI´s) and adherence to Service Level Agreements (SLA´s), the CSM ensures the customer is fully engaged and maximizing their expected value.

The ultimate goal of the CSM is to ensure Keysight’s services solution translates into realized value by the customer, and results in increased contract renewal rates and business expansion opportunities.

A successful Customer Success Manager must;

• Be an expert relationship builder and dynamic communicator with a track record of successfully building rapport with customers from executives to individual contributors
• Be disarming and resourceful and have a passion for solving tough issues
• Exhibit strong analytical and interpersonal skills with the ability to work in a fast-paced, innovative and international environment
• Have an in depth understanding of services and how to solve customer problems
• Be able to develop a deep understanding of current and evolving customer requirements and translate them into solutions
• Be a collaborator who can quickly identify and mobilize the correct internal resources and work closely with them to ensure customer needs are addressed quickly and completely
• Have the ability to work with, connect to, and influence people
• Be highly organized, with the ability and experience to manage projects, processes and people effectively
• Possess strong problem-solving and trouble shooting skills with the ability to make swift, sound judgments; offering solutions to customers
• Be able to multi-task in an extremely fast paced, energetic and dynamic environment
• Be a team player that thrives in a multi-tasking environment and can adjust priorities on-the-fly

Customer Success Manager activities include, but are not limited to;

• The single point of contact providing timely support to customer issues through multiple communication channels
• Track & monitor customer account status and identify areas of concern
• Source transactional and delivery activity data from the appropriate databases, analyse and prepare performance dashboards linked to KPI´s
• Host regular internal stakeholder reviews, reviewing solution delivery performance in accordance with the established KPI´s & SLA´s
• Where necessary, conduct comprehensive root-cause analysis and develop mitigation plans
• Identify and seize cross- and up-sell opportunities for new services

Qualifications

• EDUCATION:  Bachelor of Engineering in Electronics Engineering, Electrical Engineering, or related technical discipline. An MBA in relevant field will be an added advantage.
• EXPERIENCE:  At least 5 years of experience in customer account management or similar customer service role
• Technical or high-level understanding of multiple customer industries, products and environments such as Aerospace/Defence, Wireless Mfg, Semi-conductor, IoT, etc.
• Excellent communication (oral and written), interpersonal, organizational, and presentation skills
• Experience managing big data analytics, data & trend analysis, and financial analysis
• Experience with an advanced understanding of CRM & ERP systems and databases
• High degree of proficiency in the MS office suite, particularly Excel & Power Point
• Able & willing to travel periodically as the job requires
• Ethical, fair and of high integrity

Careers Privacy Statement***Keysight is an Equal Opportunity Employer.***