What are the responsibilities and job description for the MGR I CUSTOMER SERVICE (Hybrid) position at TE Connectivity?
Company Overview
TE Connectivity Ltd. is a $14.9 billion global technology and manufacturing leader creating a safer, sustainable, productive, and connected future. With 80,000 employees working in approximately 150 countries, TE ensures that EVERY CONNECTION COUNTS.
Role Objective
The Manager of the solution Center in the USA will lead regional Solution Center operations by combining Customer Service, Technical Support, and Inside Sales functions. This role emphasizes continuous improvement through Lean/Six Sigma or similar frameworks, operational efficiency, and exceptional customer service. The Manager will build a collaborative, high-performing team culture while achieving business goals and driving revenue growth.
Responsibilities
Operational Leadership:
- Lead the execution of Solution Center strategies aligned with regional and global goals.
- Oversee daily operations to ensure seamless collaboration between Customer Service, Technical Support, and Inside Sales teams.
- Implement Lean/Six Sigma methodologies or frameworks to optimize processes and improve efficiency.
- Identify and resolve inefficiencies through data-driven solutions and best practices.
- Coach and develop team leaders and members to enhance performance and career growth.
- Recruit and onboard top talent to create a high-performing and inclusive team culture.
- Act as the escalation point for complex customer issues, collaborating with cross-functional teams to deliver quick resolutions.
- Ensure alignment between internal teams and customer needs to enhance satisfaction and loyalty.
- Monitor and analyze KPIs, including CES, productivity, and sales growth, to drive accountability and continuous improvement.
- Support global initiatives by aligning regional operations with broader organizational goals.
***This role requires the successful candidate to be on-site in Harrisburg, PA, 3 days each week***
What your background should look like:
- Bachelor’s degree in Business, Engineering, or a related field. MBA preferred.
- 7 years of leadership experience in Customer Service, Technical Support, or Sales Operations.
- Lean/Six Sigma certification (Green Belt preferred) or proven experience implementing continuous improvement initiatives.
Skills & Competencies
- Customer-Centric: Commitment to delivering best-in-class customer service.
- Continuous Improvement: Expertise in process improvement frameworks like Lean/Six Sigma.
- Leadership: Demonstrated ability to lead and develop multi-functional teams.
- Collaboration: Excellent interpersonal and cross-functional collaboration skills.
- Change Management: Proven ability to lead and adapt in dynamic environments.
- Data-driven: Analytical mindset with experience in leveraging metrics to drive decision-making.
Key Performance Indicators
- CES and First Contact Resolution
- Sales Growth and Customer Retention
- Operational Efficiency and Productivity Gains
- Employee Engagement and Retention
- Cost Reduction Targets
Competencies
- Competitive base salary commensurate with experience: $71,200 - $106,800 (subject to change dependent on physical location)
- Posted salary ranges are made in good faith. TE Connectivity reserves the right to adjust ranges depending on the experience/qualification of the selected candidate as well as internal and external equity.
- Total Compensation = Base Salary Incentive(s) Benefits
- A comprehensive benefits package including health insurance, 401(k), disability, life insurance, employee stock purchase plan, paid time off, and voluntary benefits.
EOE, Including Disability/Vets
Salary : $71,200 - $106,800
