1220544 - Manager, Technical Support

  • Location:
    RTP, North Carolina, US
  • Additional Location(s)
    Richardson, Texas
  • Area of Interest
    Technical Support
  • Job Type
  • Technology Interest
  • Job Id

What You'll Do

Can you see yourself guiding a group of extraordinary technical gurus whose main focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience? Then let me introduce you to Cisco's Technical Services Organization. Our Technical Assistance Center (TAC) is aligned to three geographic regions; together, they form one global, borderless TAC.

Who You'll Work With

TAC Engineers are the first to be confronted by challenges and issues with new equipment and tools in the field. Revered by many as the “best networking school” in the world, we have a technology runway that never ends. The breadth and diversity of technology exposure is second to none; and comes with the territory when you're keeping the world’s networks humming! The cream of the crop in our TAC are our High Touch Technical Support (HTTS) Engineers.

Who You Are

We are seeking an HTTS Support Manager to lead the AT&T Cellular Technology team of customer engineers responsible for providing technical support to Cisco’s Cellular LANSW/RP Technologies and the for TS Advantage customers. The position will report to a TS Director and is generally responsible for a team of 18 to 22 people. If you are someone who can manage for results (team workload management, team training and development, overall team customer service metrics); handle critical customer escalations and drive issues to resolution; and assume ownership of the total customer support experience then do we have an opportunity for you! Some travel may be required.

Role & Responsibilities

In this role one would need to demonstrate excellent leadership skills by leading a local and remote team in applying all elements of Technical Support. You'd need to influence using applied knowledge and excellent people management skills. You'd be expected to build and develop a high-performance team by articulating overall vision, strategy, and organization goals while driving your team to meet or exceed performance metrics. This role requires a global visionary to identify, develop and share operational customer standard methodologies promoting continued evolution for the organization. Providing management mentor-ship to develop and coach employees on accomplishing goals and improving performance is your passion.

  • You display superb interpersonal skills - presentation, verbal and written.
  • You are a Customer Advocate and maybe a designated POC for select customers.
  • You work both across functions and globally (AS/TAC/BU/customers) to help build business partnerships while maintaining focus on the customer.
  • You're able to function autonomously, quickly ascertain issues at hand, and execute on resolution.
  • You understand and drive the team to solve complex network level technical problems. You have a grasp of inter-company dependencies and develop effective action plans.
  • Consistently develop the workforce around you through providing growth opportunities via collaboration, innovation, and empowerment.
  • Continued focus on Reward and Recognition
  • Aligns and Influences Company and Org Goals
  • Supervises the activities of a national dynamic team with responsibility for results in terms of customer satisfaction and delivery assurance.
  • Recruit and Hire the best in bread talent
  • Lead, promote and engage in cross functional collaborations across Product and Service teams and throughout Cisco.

Minimum Qualifications

  • You hold a Bachelors degree (BA, BS, BSCS or BSEE) or equivalent plus 8-10 years-related industry experience
  • You also have 3- 5 years’ experience in people management
  • You have experience in customer support, with knowledge of inter-networking technologies as well as the competitive Enterprise marketplace
  • You can lead high performing teams to deliver integrated client solutions that achieve measurable business results for our clients.
  • You can demonstrate business and technical expertise and extensive customer service engineering experience

Why Cisco

At Cisco, each person brings their unique talents to work as a team and make a difference. Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.
  • We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.
  • We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.
  • We connect everything – people, process, data and things – and we use those connections to change our world for the better.
Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco

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