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Application Engineering Manager
Keysight Technologies · Seoul, Seoul · Posted 1 day ago
Position Summary The Operating Manager (OM) is responsible for leading the Korea Keysight Technical & Application Support (KTAS) organization, ensuring world-class customer support delivery, operational excellence, workforce management, business growth support, and strategic program execution. The role manages a team of Application Engineers supporting strategic customers and other key accounts while driving customer satisfaction, operational efficiency, and revenue-enabling activities.
Key Responsibilities Operational Leadership
- Own Korea KTAS operational performance and KPI attainment.
- Drive SLA, CSAT, CES, First Contact Resolution, Resolution Time and Escalation metrics.
- Lead continuous improvement initiatives to improve efficiency and customer experience.
- Manage customer escalations and ensure timely resolution of critical issues.
- Review operational performance and establish corrective actions where necessary.
- Ensure effective utilization of people, equipment and support infrastructure, considering and balance of
customer demand, organizational priorities and resources.
People Leadership
- Lead, coach and develop a team of technical support and application engineering professionals.
- Drive employee engagement, capability development and succession planning.
- Manage hiring, onboarding, workforce planning and resource allocation.
- Foster a culture of collaboration, technical excellence and customer advocacy.
Customer Success & Strategic Account Support
- Ensure high-quality support experiences that strengthen customer loyalty and retention.
- Build strong partnership with Sales, Service, COE, IST and Product Teams to accelerate customer success.
- Provide executive-level support during customer escalations and business-critical situations.
Global Program & Transformation Leadership
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There are 793 open roles at Keysight Technologies right now. This role is one of 1,069 Engineering Manager openings and centers on Technical Support, Application Engineering, Customer Escalation Management, and Kpi Management.
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