DIR SOLUTION CENTER

The Solution Center Team supports the Enterprise to drive Customer Growth and Experience and the Distribution Channel business unit to make it easy for our Distribution partners to do business with TE. The organization consists of more than 450 employees who provide global service to both Customers and Distributors and drive growth for the organization.

ROLE and KEY RESPONSIBILITIES

THE ROLE
TE Connectivity is looking for an experienced and dynamic leader to join its Channel organization and will have responsibility for the Americas Solution Center teams. For Solution Center, the position will build and lead a high performing regional team of customer service professionals supporting the Americas region and markets to resolve complex issues and provide an extraordinary customer experience. The position will work closely with global and regional senior leaders across Business Units, Distributors, Operations, Quality, Sales, Marketing, Information Technology and Product Management, as well as with other TE Business Units and Corporate, to quickly understand issues, perform analyses, and implement solutions.
KEY RESPONSIBILITIES

• Customer Care
• Establish and execute the Channel Solution Center strategy to align with overall business unit goals and objectives.
• Responsible drive the extraordinary Customer Experience and ease of doing Business by effectively leading multiple teams of customer service professionals servicing the Americas region
• Lead the transformation of Customer Care to a highly functioning organization through the implementation of TE Operating Advantage and effective change management strategies.
• Drive operational excellence through disciplined execution, tracking of key performance indicators, and routine follow up.
• Develop and promote talent throughout the Customer Care organization to build a pipeline of successors for key roles.
• In coordination with Sales and Operations, resolve urgent delivery and expediting problems by advocating on behalf of the customer; speak directly with the customer on escalation matters as needed.
• Liaise between Business Units, Distributors, Sales, Production, Supply Chain, Planning, Quality and other functional teams to achieve delivery and sales performance KPIs.
• Ensure standardization of, and alignment to, corporate policies, procedures, and best practices.
• Responsible for delivering annual cost reduction, productivity and proficiency improvements.

PROFILE

• Bachelor’s degree required.
• 10+ years of experience working through progressive leadership roles in sales, sales operations, customer service, continuous improvement, demand management, and/or project management.
• Clear, strategic thinker with the ability to execute on priorities and drive for results.
• Desire to drive key projects through to completion, meet critical deadlines, and track progress constantly.
• Experience working in a complex globally matrixed organization structure with IT systems such as SAP, Salesforce, and case management tools.
• Able to recruit, coach, motivate, and develop top talent.
• Ability to learn quickly and hands on knowledge of acquisition integration best practices.
• Proven ability to advocate for the customer internally – strong business acumen and influencing skills to drive collaboration across the organization.
• Excellent analytical skills and information technology acumen.
• Global mindset with exceptional written, verbal and presentation communication skills.
• This position may require up to 20% travel both Domestic and International

TE Leadership Expectations

• Leadership expectations: Unleash & develop talent: Develops self and others
• Move at customer’s pace: Provide extraordinary customer experiences
• Win in your markets: Use market intelligence to drive growth
• Mind what matters: Eliminate inefficiencies through TE Operating Advantage (TEOA)
• Think big, move fast: Properly balancing and combining scale and speed along with innovation is our competitive advantage and will allow to win in all of our markets.
  

Competencies