Manager, Technical Support
Cisco Systems Inc. - BOXBOROUGH, MA
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We are seeking a Sr. Manager of Technical Support to assist in leading the organization and manage solution support teams who respond to service requests and resolve customer issues in the Service Provider Mobility segment. The Sr. Manager handles escalations and assumes ownership for the end-to-end customer experience. Serving in a liaison role, the manager creates a bridge that connects the technical and business perspectives of customer engagements. The ideal candidate demonstrates knowledge of Cisco processes and team dynamics across the organization, as well as the superior coaching and motivational skills required to engage, develop and retain top talent on a high-performance team. Supervises the activities of a CSE team with responsibility for results in terms of customer service satisfaction. Workload management among team members, including implementation of innovative case management techniques. Mentors other managers in management and Cisco practices. Assumes leadership role in CA and among cross-functional teams to drive service delivery and/or product improvements. Represents CA in EBCs and TAC tours. Participates in major cross-functional projects affecting Cisco business, product, or service leadership. Identifies and works on issues that affect worldwide TAC teams. Serves as customer and CIsco advocate, partnering in a leadership capacity to monitor and drive solutions, reporting results to all levels of management, and mediating during escalations/solution development
1. Proven experience in managing local and remote teams2. Proven experience in Cisco Services, Service Provider, Customer Service, and Account Management3. Highly proficient and thorough understanding of customer service engineering tools and techniques.4. Thorough understanding of networking technology and strong technical knowledge of company products.5. Excellent leadership skills6. Excellent communication and influencing skills7. Good presentation and interpersonal skills.8. Demonstrated industry awareness.9. Typically requires BSCS or BSEE or equivalent plus 10+ years-related experience.10. Experience in customer support, knowledge of inter-networking technologies and the competitive marketplace.11. Understands the inter-company dependencies and develops action plans to address problems.12. Works with Product Teams and the field to understand and position competitive and technology issues at the system level.13. Understands and manages group dynamics.14. Familiarity with mobility solutions, technologies, and markets15. Outstanding ability to work cross-functionally (AS/CA) and with customersThis position can reside in Boxborough, MA or Richardson, Texas.