Support Operations Representative (San Pedro Tlaquepaque)

Job Summary

This role is responsible for formulating product support strategies for moderately complex product families and representing services within product core teams. The role establishes and tracks product service metrics, collaborating globally on service planning and performance. The role contributes to operational readiness planning, analyzes performance reports, supports sales teams, sources new technology teams, and fosters a knowledge management culture. The role also works independently to resolve moderate scope problems and ensure alignment with business requirements.

Responsibilities

• Formulates product support strategies for product families with a medium level of complexity.
• Represents services within product core teams, ensuring the inclusion of service requirements at various stages of product development, such as product warranty support, cost analysis, and the development of content and collateral for service product marketing.
• Establishes goals for product service metrics, tracks the business performance of product support, and determines necessary corrective actions.
• Engages in collaboration with regions and integral teams concerning service and support planning, implementation, and performance.
• Assists in developing comprehensive short and long-term plans to support the operational readiness and success of production services.
• Analyzes operational reports to monitor business infrastructure performance and optimize operational processes.
• Supports sales teams with valuable opportunities and compelling value propositions, contributing to increased revenue.
• Sources and onboards new technology teams to optimize capabilities, ensuring alignment with evolving business requirements.
• Develops conclusions, recommendations, and written reports, contributing proactively through research and data analysis support, and sharing knowledge to foster a knowledge management culture.

Education & Experience Recommended

• Four-year or Graduate Degree in Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 2-4 years of work experience, preferably in service business management, delivery, solution architecting, business planning, or a related field or an advanced degree with little or no work experience.

Knowledge & Skills

• Agile Methodology
• Analytics
• Business Development
• Business Strategies
• Business To Business
• Customer Relationship Management
• Data Analysis
• Digital Marketing
• Go-to-Market Strategy
• Key Performance Indicators (KPIs)
• Market Research
• Marketing
• Marketing Strategies
• New Product Development
• Product Management
• Product Marketing
• Product Strategy
• Project Management
• Thought Leadership
• Value Propositions