Director Global TAC EMEAR

  • Location:
    Krakow, Poland
  • Area of Interest
    Technical Support
  • Job Type
  • Technology Interest
  • Job Id

What You’ll Do

The position will be focused on managing the Technical Support Operations in Krakow, Poland and will be part of the EMEAR senior leadership team reporting to the Senior Director for the EMEAR region
Your priorities would include: (times in area may vary):

  1. Accelerate Customer success and loyalty thru Innovation: Deliver excellence in every interaction whether with an external customer or partner, an internal stakeholder or colleague. Specific areas of focus include simplifying the customer's experience of working with Cisco, providing a consistent, positive experience globally and utilizing insight and intellectual capital to be more proactive in our interactions. Progress will be measured through customer comments, stakeholder feedback, engineering engagement quality and impact, intellectual capital posting/utilization, and moving from reactive to proactive in customer interactions.
  2. Manage and Develop Regional Talent: lead the organization in active listening and career development with a comprehensive focus on building role-relevant technical, business and leadership skills and certifications. Employee feedback survey results, event count and evaluation/feedback, early in career hiring and retention targets, will be used to measure progress throughout the year.
  3. Operational Excellence at Scale: Meet/exceed Customer Satisfaction targets across product lines, geographies and teams with overall measures. Sponsor and Execute Local Site initiatives that drive a culture of Innovation, Employee Engagement, Quality and Certification Culture.
  4. Accelerate Employee Engagement: Drive business impact by being a diverse and inclusive leader who actively engages employees and business partners in a way that they feel welcomed, valued, respected, and heard. This behavior drives improved engagement, which can result in increased productivity, collaboration, and innovation.



Who You’ll Work With

Technical Services is team of world-class technical experts whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through outstanding financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores.

You will be part of a dynamic, fast paced and supportive team that will build you up as you manage the technical support for some of Cisco's biggest customers. You will be given the opportunity to work alongside many of Cisco's Technical Service organizations and will receive unique insight into the IT services industry all the way from pre-sales to day 2 support on some of Cisco’s key customers.


Who You Are

  • Typically requires a BE/BSEE/BSCS or equivalent with 15+ years of related experience with solid management track record and direct experience in leading a services business is essential
  • MBA/MTech/MSEE/MSCS or equivalent with will be an added advantage


Skills required: 

  • Experience in managing a global Support Centre or organization that is 24X7, driven by KPIs and global processes, that require local implementation
  • Ability to influence change across the organization, and beyond
  • Strategic thinker; analytical and business judgment skills coupled with an ability to see initiatives to completion rapidly and cost effectively
  • Excellent collaboration skills to evolve the best operating practices across Cisco
  • Prior experience influencing and leading matrix teams, project/program management
  • Excellent executive presence and communication skills - ability to persuade using simple communications that convey complex concepts in a compelling and creative way
  • High levels of integrity, ability to inspire trust and confidence with Sr Leadership and Executives
  • Strong conviction balanced with the ability to represent organization decisions
  • Understanding of the micro inequities and diversity
  • Excellent at scaling the operation 
  • Well versed with operational excellence, metric dashboards, etc. 
  • Ability to inspire and motivate


Why Cisco


We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren’t afraid to change the way the world works, lives, plays and learns.

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.

We Are Cisco.



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