This position will be responsible for the management of Intel IMR outsourcing and field service delivery needs in support of IMR's current and planned repair services, including supplier identification and selection, negotiating contracts, managing outsourcing budgets, supplier performance metrics, supplier oversight/governance, quality oversight of suppliers and maximize the value obtained from partnerships with suppliers.

Leading our field service delivery team, this role will be first line management of field service operations team who provides repair services, ensuring organizational goals are met and policies and procedures adhered to. This role will also be responsible to develop, maintain and improve customer relationships and other strategic opportunities for new field service opportunities by ensuring unparalleled customer satisfaction through the delivery of on-time and quality field repair services. Provides guidance, coordination, and direction to field operations team by overseeing the entire planning and delivery cycle of the field repair service activity including forecasting, customer requirements, planning and scheduling, daily operations management, engineering aspects as required according to business needs, performance monitoring and continuous improvement.

Acting as the 'go to' outsourcing and field service delivery expert for the organization, the role holder will play a crucial part in translating strategic direction into tactical and operational delivery plans, all the while looking for opportunities to make improvements to our existing processes and systems.

Key responsibilities:
Outsourcing Management:

• Manages the identification and selection process of IMR suppliers to meet IMR repair and field service operation needs.
• Contract lifecycle management: manages supplier contracts and SOWs, may include negotiation of scope of work, payment terms and budgets.
• Responsible for month-end and budget/forecasting needs.
• Identifies, develops and implements outsourcing processes and procedures.
• Ensures quality oversight of suppliers by: Partners with suppliers and internal stakeholders to identify, manage, escalate, and resolve issues related to supplier performance.
• Measures supplier performance utilizing performance metrics; and communicating feedback to the supplier, encourage adaptation on best practices across supplier types and development of continuous process improvements.
• Facilitates and executes supplier governance meetings and operating reviews.
• Develops effective partnerships with suppliers and internal stakeholders; and leads supplier relationship management.
• Self-starter with proven track record of quality deliverables and outputs.

Field Service Delivery Management:

• Directs and coordinates activities of field service operations team engaged in the repair services. Sets priorities and monitors progress according to established customer and related requirements.
• Plans and ensures the on-time and quality delivery of field activity schedules and estimates time, cost, and labour for completion of service activities.
• Engages customers in field service requirement discussions, and involve in engineering aspects as needed. Cultivates, improves, and sustains relationships with customers and ensures customer satisfaction by delivering field service excellence at all times.
• Establishes performance metrics for measuring and monitoring of field service operation performance to drive continuous improvement.
• Tracks repair service performance data and monitors fault trends and shares internally with internal stakeholders.
• Ensures that employees are trained, instructed, and oriented in proper procedures, operations, and methods.
• Provides technical and functional leadership and guidance as required.
• Recruits, hires, and mentors staff, evaluates employee performance.
• Responsible for month-end and budget/forecasting needs.
• Identifies, develops and implements field operational processes and procedures, including but not limited to field service reports.
• Ensures all regional complaints/escalations are dealt with to completion.
• Leads and contributes to complex functional or organizational initiatives as identified by management or business need.
• Ability to adapt to and navigate an evolving environment, collate, and distill complex information into a simplified format, and work strategically to balance speed and quality in the daily work.
• Self-starter with proven track record of quality deliverables and outputs.

Qualifications

• BS/BA degree in related discipline and 8-10 years of related experience.
• Minimum of three (3)years responsible positions working in repair/service operations environment that should include experience level of Group Leader or Assistant Manager/Manager. Previous repair/service delivery experience is a plus as well as experience in outsourcing and field service delivery management.
• Integrity - Treats people with respect; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Customer First and Results-Driven - Prioritizes, plans and executes outsourcing management and field repair service delivery activities based on customer and business needs.
• Communication - Listens and gets clarification; Responds well to questions; Speaks clearly and persuasively in positive or negative situations.
• Teamwork - Balances team and individual responsibilities; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone's efforts to succeed. Contributes to building a positive team spirit; Shares expertise with others.
• Adaptability - Able to adapt to changes in the work environment. Manages competing demands. Changes approach or method to best fit the situation. Able to deal with frequent change, delays, or unexpected events.
• Technical Skills - Assesses own strengths and development areas; Pursues training and opportunities for growth; Strives to continuously build knowledge and skills; Shares expertise with others.
• Dependability - Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own and team's work to ensure quality.
• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.
• Computer Skills - Proficient in Microsoft Word, Excel, PowerPoint, Outlook, and Contract Management Systems.
• Travels within region, domestically as well as internationally.

Inside this Business Group

Intel Labs is the company's world-class, industry leading research organization, responsible for driving Intel's technology pipeline and creating new opportunities. The mission of Intel Labs is to deliver breakthrough technologies to fuel Intel's growth. This includes identifying and exploring compelling new technologies and high risk opportunities ahead of business unit investment and demonstrating first-to-market technologies and innovative new usages for computing technology. Intel Labs engages the leading thinkers in academia and industry in addition to partnering closely with Intel business units.

Work Model for this Role

This role will be eligible for our hybrid work model which allows employees to split their time between working on-site at their assigned Intel site and off-site.