Keysight is on the forefront of technology innovation, delivering breakthroughs and trusted insights in electronic design, simulation, prototyping, test, manufacturing, and optimization. Our ~15,000 employees create world-class solutions in communications, 5G, automotive, energy, quantum, aerospace, defense, and semiconductor markets for customers in over 100 countries. Learn more about what we do.

Our powerful, award-winning culture embraces a bold vision of where technology can take us and a passion for tackling challenging problems with industry-first solutions. Diversity, equity & inclusion are integral parts of our culture and drivers of innovation at Keysight. We believe that when people feel a sense of belonging, they can be more creative, innovative, and thrive at all points in their careers.

Reporting to the Global Manager of KTAS Customer Support & Experience, this position plans and directs all aspects of KTAS APAC and Greater China customer support with a key emphasis on delivering high customer experience. You will be key member of the global support management team representing the “voice of customer” for the region; a key contributor to the global KTAS strategy. You will actively provide guidance and mentor your team, supporting local India customers during day shift and supporting US and European customers during the night shift.

Duties & Responsibilities

• Provide a vision for delivering excellence in technical support for Asia Pacific & Greater China customers
• Manage a team of Operating Managers and individual contributing engineers to exceeding their self-imposed limits through inspiration, and inclusion.
• Directly interfaces with customers as needed and sales partners to ensure both are receiving the services needed to be successful.
• Motivate the team to deliver on global technical support KPIs, setting the customer as their priority, resulting in an outcome of high customer satisfaction and increased renewals
• Drive team towards new AI tool adoption and provide enhancement feedback that will realize quicker responsiveness for customers while driving down cost per case resolution.
• Be the customer advocate in cross functional discussions – COE, IST, Sales
• Sets objectives and manages the execution of your regional KTAS support strategy.

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

• BS/MS, University degree
• 15+ years of experience in technology (Services, R&D, or Product Marketing) with 7+ years in a managerial role
• Self-Motivated with strong communication skills and a pronounced customer focus
• Data driven with an objective perspective. Detail data analysis skills with ability to present high level summaries
• Able to co-create with a global team while also operating in an environment of autonomy
• Experience managing organization change
• Highly effective people leadership, team-building skills, and cross functional relationship management skills
• Strong program management skills to ensure projects are delivered against deadlines
• Experience with multiple large technology projects
• Experience creating and managing a budget