Manager Technical Support Otro

de Cisco Systems en Distrito Federal
Publicado el 14-10-2016 en Recepción / Secretaria / Atención al cliente

Job title: Technical Support Manager
The Business Entity
Cisco seeks for a Technical Support Manager to join some of the industry's brightest minds in developing and deploying today's most advanced Internet technologies. In this role, you will gain insight on the detailed functionality of Cisco products and partner with all distributed elements of the service chain.
The Team
The ideal candidate is a results-oriented leader, able to demonstrate teamwork and partnerships both with people reporting to him and his peers. He/she has the ability to achieve cross-organizational influence and relevancy, has good people management, project management and negotiation skills and demonstrates ability to think globally. He/she is a role model with ability to build and develop a motivated, high-performing engineering team.
Role & Responsibilities
Supervises activities of Customer Service Engineers team with the responsibility for results in terms of customer service satisfaction.
● Acts as escalation point for customers and senior Cisco management on customers' behalf.
● Manages workload among team members, including implementation of innovative case management or capacity management techniques to enable future types of post-sales services.
● Assumes leadership role in the organization and cross-functional teams to drive service delivery and/or product improvements.
● Identifies and works on issues that affect worldwide teams.
● Participates in cross-functional projects involving Cisco's product or service offerings. Identifies and works on issues that affect worldwide TAC teams. The 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.
Minimum Qualifications
● Master’s or MBA degree
● 3+ years experience in leading teams consisting of 10-15 members.
● Experienced in identifying complex issues and resolving complex problems impacting strategic direction of the organization.
Desired Skills
● Effective people management, leadership, and conflict management skills.
● Skilled at building high performance teams and inspiring and developing people.
● Outstanding ability to work cross-functionally and building business partnerships with customers.
● Ability to formulate and deliver highly complex presentations.
● Ability to communicate in English effectively both verbally and in writing required; other languages would be a plus.
About Cisco
The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine creating unprecedented disruption. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.
Keywords: Technical Support.

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