Coherent

Title: Senior Manager, Networking Service Support Location: Santa Clara United States 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. - This is remote-based position in the Dallas, TX Metro area* 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. - This is remote-based position in the Dallas, TX Metro area* 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.: Integrity - Create an Environment of Trust Collaboration - Innovate Through the Sharing of Ideas Accountability - Own the Process and the Outcome Respect - Recognize the Value in Everyone Enthusiasm - 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.

The role You will manage the sales of Coherent’s optics business, serving integrators and OEM customers in the microelectronic and broader materials processing markets. The product portfolio encompasses a comprehensive range of optics and optical subassemblies across all wavelengths. Your role will focus on driving growth of Coherent’s Industrial Optics business across Germany, Austria, Switzerland (DACH), and the BeNeLux region. You will be responsible for achieving booking and revenue targets, developing new and existing customers, and identifying new business opportunities. In addition, you will directly manage selected key accounts within your territory. You will work closely with Coherent’s global Technical Business Units to ensure best-in-class support for your dedicated customers, and you will partner with regional Sales Management to optimize Industrial Sales operations and strategies, including contributions to product roadmaps. This role encompasses a broad range of responsibilities, from promotional activities through the negotiation of complex supply agreements. You will ensure the robustness of all transactions and provide real-time visibility of the group’s business performance and trends to management. Your profile For this position, you will need a Bachelor’s or Master’s degree in Engineering or Physics, ideally with a focus on photonics; a complementary business education is also desirable. You bring at least five years of experience in the sales of technically complex products -preferably optics-related- within an international and multicultural environment. You have previously worked in a similar position and are familiar with the associated responsibilities and stakeholder interactions, with a strong emphasis on key account management. The role requires excellent spoken and written English and German skills, as well as a willingness to travel frequently. You are a team-oriented professional who is flexible and capable of working in a structured environment with a high degree of independence and self-motivation. If you are interested, then please apply using the “apply” button. We are looking forward to hearing from you. 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.

• Manage customer project-driven laser systems and components • Direct (manage, mentor, train, review) staff and their engineering development teams • Support staffing of customer project teams and project managers • Maintain design standards, facilities (labs and work stations), design tools (software/hardware), and operating procedures for the Engineering function • Support the engineering managers in managing and planning engineering department spending • Nurture global intracompany technology partnerships and collaborative product innovation by direct interactions with customers • Contribute to product designs as a senior technologist • Manage global customer project teams when needed

• Identify, qualify, and follow up on leads that come into the A&D business group. • Quote generation and approval tracking. • Process improvements/development support. • Documentation and customer portal support. • Respond to customer inquiries in a timely and professional manner. • Act as liaison between Customers and Sales Account Managers. • Receive, validate, process, and track customer’s purchase orders using company’s ERP system as well as acknowledge orders once scheduled/rescheduled. • Provide sales order updates, issue RMA documentation. • Proactive, self-directed daily follow-up on job related tasks.

• Provide application, test, and quality support for key customers in the Seattle metro area for Coherent’s optical communications products • Support customer qualifications of Coherent products • Engage in discussion with customers and respond to direct technical inquiries • Drive customer product test and reliability requirements through the internal Coherent organization • Write Application Notes and white papers • Prepare and deliver product application presentations to customers