About Harmonic Inc.
Harmonic Inc. is a leading provider of versatile and high performance video solutions that enable service providers to efficiently deliver the next generation of broadcast and on-demand services including high definition, video-on-demand, network personal video recording and time-shifted TV. Cable, satellite, broadcast and telecom service providers can increase revenues and lower operational expenditures by using Harmonic’s digital video, broadband optical access and software solutions to offer consumers the compelling and personalized viewing experience that is driving the business models of the future.
Rhozet, a business unit of Harmonic Inc., is dedicated to providing accelerated high-quality media transcoding solutions. The Rhozet solutions are offered in both off-the-shelf and customized software configurations for the production and content delivery markets. For more information about Rhozet technology please visit www.rhozet.com.
Harmonic (NASDAQ: HLIT) is headquartered in Sunnyvale, California with R&D, sales and system integration centers worldwide. The Company’s customers, including many of the world’s largest communications providers, deliver services in virtually every country. Visit www.harmonicinc.com for more information.

Job Description:
To oversee:
• Implementation of major projects from signing of contract to final acceptance by customer. Working through Programme Management and Systems Integration Engineering teams. Agreeing programme plans with customers. Monitoring progress of projects. Proactively handling customer issues at senior level. Ensuring that programme delivery is planned to maximize early revenue recognition within SOX regulations.
• Technical support of company customers by field engineers, and support specialists, who are diagnosing, troubleshooting, and repairing installed systems across the full range of solutions offered by the company. Setting standards of performance for the Technical Support Manager. Monitoring performance of Technical Support Manager and his team. Proactively handling customer issues at Senior level. Ensuring that the Lab/training facility in the UK office is equipped and maintained to allow the tech support team to provide a rapid response to issue experienced in the field.
• Establishment and control of Service Level Agreements for customers throughout the region. Working through the Contracts Manager to ensure that Agreements are set to maximize revenue whilst providing the appropriate level of support for the customers’ needs.
• Establish and maintain lines of communication with design engineering and software development on design, reliability and maintenance issues.
• To identify the resourcing required to meet current and future workloads, and to make fully costed recommendations to senior management to obtain approval to acquire resources. Ensure that engineers are selected, developed, trained and evaluated to ensure that department objectives can be met within budget.

Requirements:
• Proven team leadership skills working with multiple teams in overseas locations
• Established project management skills in complex customer based technical projects.
• Strong focus on achieving customer satisfaction and leading post contract relationships with customers a senior technical and commercial levels.
• Experience of working with third party suppliers.
• Demonstrated broad understanding the latest digital video broadcast and delivery systems. These include, but not limited to, the current protocols, technologies and practices in the following areas:
• Strong MPEG-2/DVB experience. Knowledge of MPEG-4 H.264/AVC a plus.
• Up to date digital video system solutions (off-air, DBS, cable, telco, wireless, etc.)
• Video signal processing and video quality for Standard and High Definition.
• Video-on-Demand (VOD) and video servers
• Strong IP networking background
• Conditional Access System
• Network management Systems
• Superior problem solving, analytical and communications skills required. Independent work and excellent follow-through on tasks is essential. Ability to understand technical documentation including schematics, rework instructions, acceptance and test procedures etc.
• Should be highly fluent in PC based programs such as Windows/Windows NT, Word, Excel and Access.
• Participates with other senior managers to establish strategic plans and objectives. Makes final decisions on administrative or operational matters and ensures operations’ effective achievement of objectives.
• Works on complex issues where analysis of situations or data requires an in-depth knowledge of the company. Participates in corporate development of methods, techniques and evaluation criteria for projects, programs, and people. Ensures budgets and schedules meet corporate requirements.
• Erroneous decisions will have a serious impact on the overall success of functional, division or company operations.
• Regularly interacts with executives and/or major customers. Interactions frequently involve special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization.
• Directs and controls the activities of a broad functional area through several department managers within the company. Has overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods.

Education:
Fluent in English
Additional language skills a plus