Under the general direction of the VP/GM of Wireless, the Technical Field Support (TFS) Manager will ensure proper delivery of operational, engineering, and quality requirements to Clover’s customers. The TFS Manager will effectively team with field colleagues and with in-factory colleagues in production, quality, engineering, and sourcing to identify opportunities, set priorities and drive initiatives. This will entail deep understanding of Clover’s capabilities, and gaining a thorough understanding of customers’ goals, challenges, and capabilities. Within these bounds, the individual will identify, prioritize, and drive to resolution issues with may pose future challenges or which are currently posing challenges. The TFS Manager will continually seek opportunities to optimize Clover’s operational performance in support of our customers. A key element of the role is to interface frequently and deeply with our customer’s engineering, quality, and logistics teams, including with 3PL companies. Success in the role will be measured by customer satisfaction, technical issue resolution timing, specific metrics such as quality measurements, new product launch effectiveness, and by market share.
ESSENTIAL FUNCTIONS: 1. Manage Process Change Notification cycle with customers. 2. Troubleshoot problems, take ownership, and collaborate/guide cross-functionally with customers & Clover teams to implement initiatives which will benefit our customers and our factory. 3. Analyze the frequency of quality indicators and guide Clover customer team as well as Clover operational personnel in prioritization of quality initiatives. 4. Frequent on-site time at customer location and travel to Clover’s production facility to explore areas for potential enhancement or automation. 5. Identify ways to improve manufacturing or testing processes to more effectively delivery customer requirements. This may involve changing opinions with customers or with factory personnel. In some instances, own pilot initiatives to prove-out creative ideas. 6. Host and participate in calls with factory to guide initiatives. 7. Provide professional quality reports and presentations for customer and internal meetings. 8. Effectively represent Clover from a technical perspective on customer calls. Take ownership of technical issues discussed, maintain reporting on these issues, and resolve in a timely manner. 9. Proactively recommend approaches to customer challenges. Drive to successful implementation, measure results and continually optimize. 10. Develop strong relationships and trust with factory personnel. 11. Develop strong relationships and trust with customer quality, engineering, logistics, and business teams. 12. Analyze, measure, and interpret various sources of data. Synthesize and effectively share this data to gain consensus for appropriate actions. 13. Work closely with production staff to ensure all products are manufactured to proper processes, and communicate with colleagues any necessary corrections. 14. Collaborate with factory engineering & supply teams to set up appropriate test methodologies and apparatus to evaluate Clover’s finished goods quality.
1. Travel to Mexicali, Mexico factory. 2. Travel to customer locations in DFW (primarily) and throughout the US as required. 3. Some lifting of boxes holding customer wireless devices.
QUALIFICATIONS / SKILLS: • Bachelor’s degree in engineering • Significant customer experience • Strong MS office skills • Congenial demeanor • Task orientation, able to identify opportunities and to work with limited supervision • Experience in wireless manufacturing and reverse logistics helpful • Knowledge of Lean Manufacturing • Project management experience preferred • Detail orientation with an ability to synthesize and present complex data • Good verbal and written communication skills • Ability to interact with people at various professional levels • Multi-tasking strengths • Effective written and verbal reporting skills • Valid driver’s license and passport • Ability to analyze technical documents, synthesize and communicate distilled meaning