Sr. Manager, Networking Service Support

Sr. Manager, Networking Service Support Coherent Corp.

• 3.5 Santa Clara, CA Job Details Full-time $153,438
• $214,813 a year 1 day ago Qualifications Quality control corrective actions Managing customer accounts Master's degree in business administration Master's degree in business EHS Customer relationship building Customer retention Operations management Incident management Logistics management 5 years Bachelor of Science Identifying new business opportunities Engineering Corrective and preventive actions (CAPA) Performance management Optics Dispatching

ISO 14000

family Bachelor's degree in engineering Bachelor's degree Continuous improvement Master of Science Computer networking Quality systems Training & development Root cause analysis Senior level Training Cross-functional collaboration Full Job Description Primary Duties & Responsibilities The Sr. Manager, Networking Service Support role owns the end-to-end service delivery for datacenter and communications customers. This position is accountable for rapid service restoration, SLA compliance, and overall customer satisfaction through effective leadership of technical support, field service operations, parts delivery logistics. This is a highly cross-functional and customer-facing role that requires strong operational leadership, sound technical judgment, and accountability for measurable service outcomes. This manager works closely with customers as well as engineering, operations, supply chain, and sales teams to deliver reliable, high-quality services. The ideal candidate has a strong technical background in networking systems and related components (i.e., transceivers, optical circuit switches (OCS), optical line systems (OLS), and fiber infrastructure). Excellent communication skills and the ability to collaborate effectively across internal teams while working directly with customers.

Core responsibilities:

Customer Service Delivery & SLA Ownership Act as the service‑level owner for assigned customer relationships. Proactively manage customer satisfaction, escalations, and retention. Represent customer requirements internally to drive continuous product and service improvement. Own the end‑to‑end service delivery performance for assigned accounts. Ensure compliance with response time, resolution time, and return‑to‑operation (RTO) SLAs. Lead corrective and preventive actions to improve service quality and operational reliability. Field Service Leadership & Technical Support Management Lead, coach, and develop internal technical support engineers while partnering closely with internal Tier 3 resources. Oversee field service dispatch, onsite response execution, and first‑time‑fix performance. Ensure appropriate skill coverage, training plans, and readiness across the service organization. Define and maintain escalation paths, workflows, and case‑handling standards. Execute performance management, coaching, and employee development planning. Outsourced Service Management Manage and monitor performance of outsourced Tier 1 and Tier 2 technical support, parts, and field service providers. Ensure parts availability and on‑time logistics execution to meet contractual service SLAs. Define and coordinate spare parts strategies, emergency shipments, and logistics partnerships. Incident & Return‑to‑Operation Management Own the return‑to‑operation process for critical customer and system incidents. Coordinate cross‑functional teams to restore service safely, quickly, and effectively. Lead major incident reviews, ensuring timely root cause analysis (RCA) completion and closure of follow‑up actions. Service Agreements & Revenue Support Support service agreement renewals, expansions, and new service opportunities. Ensure accurate delivery of contractual entitlements and service commitments. Identify and recommend opportunities for service expansion based on customer needs and usage patterns. Education & Experience Minimum 5 yrs. experience in networking systems or communications industry with working experience in technical positions. BS/MS engineering/sciences/photonics or equivalent degree. MBA is a bonus. Skills Demonstrated leadership capabilities. Strong interpersonal, teamwork, and problem‑solving skills. Proven ability to collaborate effectively across Coherent Corp. business units and divisions. Working Conditions Normal office conditions. Comfortable operating in fast-paced business environment. Willingness to travel to domestic Coherent and customer sites as needed (~20% estimated). Limited international travel may be required. Physical Requirements Must be able to do occasional light lifting (max 25 lbs.) Safety Requirements All employees are required to follow the site EHS procedures and Coherent Corp. Corporate EHS standards. Quality and Environmental Responsibilities Depending on location, this position may be responsible for the execution and maintenance of the ISO 9000, 9001, 14001 and/or other applicable standards that may apply to the relevant roles and responsibilities within the Quality Management System and Environmental Management System. Culture Commitment Ensure adherence to company's values (ICARE) in all aspects of your position at Coherent Corp.: I ntegrity

• Create an Environment of Trust C ollaboration
• Innovate Through the Sharing of Ideas A ccountability
• Own the Process and the Outcome R espect
• Recognize the Value in Everyone E nthusiasm
• Find a Sense of Purpose in Work Coherent Corp.

is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. If you need assistance or an accommodation due to a disability, you may contact us at .

ABOUT US

Coherent is a global leader in lasers, engineered materials and networking components. We are a vertically integrated manufacturing company that develops innovative products for diversified applications in the industrial, optical communications, military, life sciences, semiconductor equipment, and consumer markets. Coherent provides a comprehensive career development platform within an environment that challenges employees to perform at their best, while rewarding excellence and hard-work through a competitive compensation program. It's an exciting opportunity to work for a company that offers stability, longevity and growth. Come Join Us! Note to recruiters and employment agencies: We will not pay for unsolicited resumes from recruiters and employment agencies unless we have a signed agreement and have required assistance, in writing, for a specific opening.

JOB INFO

Job Identification 2012079 Posting Date 04/29/2026, 12:38 PM Degree Level Bachelor's Degree Job Schedule Full time Locations 5100 Patrick Henry Drive, Santa Clara, CA, 95054, US Pay Scale $153,438

• $214,813 per year LinkedIn #LI-JF1