Engineering Mgmt - Operation Manager
Global Careers (External)
Req #: 54292
Type: Regular
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Overview: Keysight is at the forefront of technology innovation, delivering breakthroughs and trusted insights in electronic design, simulation, prototyping, test, manufacturing, and optimization. Our ~16,800 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 award-winning culture embraces a bold vision of where technology can take us and a passion for tackling challenging problems with industry-first solutions. We believe that when people feel a sense of belonging, they can be more creative, innovative, and thrive at all points in their careers. Responsibilities: Position Summary The Operating Manager (OM) is responsible for leading the Korea Keysight Technical & Application Support (KTAS) organization, ensuring world-class customer support delivery, operational excellence, workforce management, business growth support, and strategic program execution. The role manages a team of Application Engineers supporting strategic customers and other key accounts while driving customer satisfaction, operational efficiency, and revenue-enabling activities. Key ResponsibilitiesOperational Leadership * Own Korea KTAS operational performance and KPI attainment. * Drive SLA, CSAT, CES, First Contact Resolution, Resolution Time and Escalation metrics. * Lead continuous improvement initiatives to improve efficiency and customer experience. * Manage customer escalations and ensure timely resolution of critical issues. * Review operational performance and establish corrective actions where necessary. * Ensure effective utilization of people, equipment and support infrastructure, considering and balance of customer demand, organizational priorities and resources. People Leadership * Lead, coach and develop a team of technical support and application engineering professionals. * Drive employee engagement, capability development and succession planning. * Manage hiring, onboarding, workforce planning and resource allocation. * Foster a culture of collaboration, technical excellence and customer advocacy. Customer Success & Strategic Account Support * Ensure high-quality support experiences that strengthen customer loyalty and retention. * Build strong partnership with Sales, Service, COE, IST and Product Teams to accelerate customer success. * Provide executive-level support during customer escalations and business-critical situations. Global Program & Transformation Leadership * Contribute to global KTAS initiatives and cross-regional programs. * Lead or participate in AI transformation efforts, customer experience initiatives and process improvements. * Represent the voice of customers and frontline operations in global roadmap discussions. * Share regional best practices across the global KTAS organization. Qualifications: * Bachelor's or Master degree in Engineering, Electronics, Telecommunications, Computer Engineering, or related technical discipline. * Preferabley 8-10 years of experience in technical support, application engineering, customer-facing engineering, or related technology roles. * Minimum 1-2 years of leadership experience managing technical professionals, technical teams, or support organizations. * Demonstrated ability to manage customer escalations and drive resolution of complex technical issues. * Experience working cross-functionally with Sales, Service, Product Development, R&D, Marketing, and Global Operations teams. * Strong written and verbal communication skills with the ability to engage engineers, customers, senior leadership, and executive stakeholders. * Experience managing operational KPIs, resource allocation, and business reviews. Careers Privacy Statement***Keysight is an Equal Opportunity Employer.***
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