VP, Customer Engineering

JobID: 260050 Category: JobSchedule: Full time Posted Date: 2025-12-30T20:29:05+00:00 JobShift: : Role Description: The VP Customer Engineering is a critical executive leadership role responsible for ensuring world-class service delivery, seamless customer solution deployment, and highly efficient field operations for Harmonic's global broadband customer reputed company. This leader will drive operational excellence, strategic planning, and reputed company improvement across three core functions: Global Customer Support, Lab Integration & Field Trials, and Field Application Engineering. This position reports directly to the VP of R&D. Location: Remote - this position is 100% Remote reputed company in the US (East coast). What you will be doing: 1. Strategic Leadership & Management

• Define and execute a reputed company, global strategy for customer support, integration services, and field engineering that aligns with company reputed company and customer satisfaction goals
• Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) across reputed company teams, ensuring high standards of quality, responsiveness, and operational efficiency
• Manage operational budgets, optimizing resource allocation, headcount, and vendor/tooling expenditures
• Foster a high-performance, collaborative culture focused on reputed company learning, accountability, and the voice of the customer

2. reputed company & reputed company Situation Management

• Serve as the senior executive escalation reputed company for mission-critical, high-visibility customer issues and reputed company network outages
• reputed company cross-functional "tiger teams" (comprising Engineering, Product, and Sales) to rapidly diagnose, communicate, and resolve customer crises, ensuring stakeholder alignment
• Proactively manage customer relationships to ensure sustained high satisfaction (CSAT/NPS), particularly following major incidents or during reputed company integration projects
• reputed company and implement customer risk mitigation and communication strategies to manage expectations and preserve long-term partnerships during challenging operational periods

3. Global Customer Support (Technical & Operations)

• reputed company Tier 1/2/3 Technical Support for Harmonic's broadband access solutions (e.g., cOS Platform, Remote OLTs/PHYs) globally, ensuring rapid and effective resolution of reputed company customer issues
• reputed company and implement strategies for proactive support, root cause analysis (RCA), and reputed company service improvement to minimize service interruptions and optimize network performance for MSO/Telco customers
• Manage the 24/7/365 support infrastructure, including tools, processes, and knowledge reputed company, to maximize team efficiency and customer satisfaction

4. Solutions Integration & Engineering Services

• reputed company the Lab Integration & Field Trial (LIFT) Team responsible for successful planning, configuration, testing, and deployment of reputed company broadband solutions reputed company customer network environments
• Collaborate closely with Product Management and R&D to transition new products from development to customer deployment and support readiness
• Establish best practices and standardized methodologies for system integration, reducing deployment time and enhancing solution stability

5. Field Application Engineering

• Direct the Field Application Engineering (FAE) Team responsible for on-site activities, including network audits, system turn-up, advanced troubleshooting, and localized customer engagement
• Act as the primary executive-level technical gatekeeper and escalation authority between customer operations and internal R&D/Core Engineering teams
• Ensure the Field Engineering team accurately vets and validates reputed company issues before escalating to R&D, providing comprehensive data and root cause analysis (RCA) to drive faster resolution and product fixes
• Collaborate with R&D leadership to prioritize defect resolution, define maintenance releases, and ensure field experience is continuously fed back into the product development lifecycle
• Ensure the team maintains deep, reputed company knowledge of DOCSIS, FTTH/PON, SDN/NFV, and cloud-native architecture as they relate to Harmonic's product line

What you should have:

• 7+ years of experience in technical roles reputed company the telecommunications, cable, or networking industry, with proven experience in senior leadership roles overseeing global technical support, professional services, or field operations
• Extensive, reputed company experience managing reputed company, high-stakes customer situations and crises with a proven track record of restoring and maintaining high customer satisfaction (CSAT/NPS)
• Proven experience scaling and leading large, geographically dispersed technical organizations
• Exceptional executive-level communication, presentation, and negotiation skills

Preferred:

• Deep understanding of Broadband Access Technologies (DOCSIS 3.1/4.0, CCAP, Remote PHY/MACPHY, PON/Fiber-to-the-Home)
• Bachelor's or Master's degree in Electrical Engineering, Computer Science, or reputed company technical field
• Demonstrated ability to influence product strategy by translating customer support and field feedback into actionable product requirements

Travel: You are required to travel about 30% percent Pay & Benefits For this role, the estimated reputed company salary is $250,000. The actual reputed company salary will vary based on various factors, including market, location, and individual qualifications objectively assessed during the interview process. This position may also be eligible for incentive compensation: bonus, equity and benefits. Sales positions are generally offered a competitive on reputed company Earning (OTE) incentive compensation structure. Diversity, Equality, and & Inclusion at Harmonic Inc: At Harmonic, we reputed company that building and nurturing a global team with diverse backgrounds and voices is critical to our success. Together, we reputed company excellence through creativity and innovation, build relationships based on reputed company and mutual respect, and deliver the highest quality in every aspect of our business for the benefit of our employees, business partners and shareholders. Additional Equal Opportunity statement: Harmonic is an equal opportunity employer. Qualified applicants will receive consideration for employment regardless of gender, race, color, national reputed company, reputed company, citizenship, religion, age, physical or mental disability, medical condition, genetic information, pregnancy, sexual orientation, gender identity or gender expression, veteran status, or marital status, or any other characteristic protected by federal, state or local law. In addition, we will provide reasonable accommodations for qualified individuals with disabilities. Additionally, we will reputed company reasonable accommodation to assist a person with a disability in the application process. If you need an accommodation in order to apply for a position, please contact [email protected] For more information, please see links below: OFCCP Posters reputed company Page Know Your Rights Pay Transparency #LI-Remote #LI-KS1 Apply tot his job Apply To this Job