Firmware Manager leading development of NVIDIA's next - generation Networking firmware. Managing a skilled engineering team in a dynamic and innovative environment.
About the role
- Develop and implement global service strategies aligned with company goals
- Establish KPIs and performance metrics to monitor service quality and operational efficiency
- Manage service operations across five regional centers, ensuring consistency in processes, tools, and customer experience
- Coordinate with regional managers to address local challenges and opportunities
- Champion customer satisfaction by ensuring timely and effective resolution of service and repair issues
- Collaborate with Customer Experience and Sales teams to gather feedback and improve service offerings
- Standardize service procedures and repair workflows across all locations
- Identify and implement continuous improvement initiatives using Lean, Six Sigma, or similar methodologies
- Lead, mentor, and develop regional service teams to foster a high-performance culture
- Conduct regular training and development programs to enhance technical and customer service skills
- Analyze service data to identify trends, root causes, and areas for improvement
- Prepare and present regular reports to senior leadership on service performance and customer satisfaction
- Ensure all service operations comply with industry standards, safety regulations, and company policies
Requirements
- Bachelor’s degree in electrical/electronic engineering, management, or related discipline
- Minimum 7 years of experience managing global service and repair operations
- Knowledge and experience using SAP, S4 desired
- Knowledge and experience using Salesforce desired
- Ability to thrive in a matrixed organization and collaborate with others on goals from other divisions of the company
- Ability to participate in corporate development of methods, techniques, and evaluation criteria for projects, programs, and people
- Excellent written and verbal communication skills
- Ability to influence cross-functional teams without formal authority
- Experience coaching and developing direct reports
- Proven track record of innovation solutions
- Ability to identify gaps and spot opportunities for improvement
- Must be able to travel internationally 25% of the time
Benefits
- comprehensive healthcare
- mental health and retirement savings plans
- generous paid time off programs
- employee discounts
- professional development opportunities
- work-life balance initiatives
- employee recognition programs
- volunteering/community involvement opportunities
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