Manager Technical Support

  • Location:
    Krakow, Poland
  • Area of Interest
    Engineer - Network
  • Job Type
  • Technology Interest
  • Job Id

The Business Entity

  The Technical Services is a team of world-class technical experts whose main 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, and industry recognition and employee satisfaction scores.  

Team Description

  Our High Touch Support teams provide network level support for a defined list of customers by building up the intimacy and knowledge of the customer and their network. The team works together with other Cisco teams, but also with 3rd party vendors. We are driven to provide a seamless experience to our customers

Roles and Responsibilities

 In this leadership role you will manage teams of 10 to 20 senior engineers who provide pro-active support to our customers. You will act as an focal manager for customer and senior Cisco management on customer's behalf.  

* The ideal candidate demonstrates superior coaching and motivational skills required to engage, develop and retain top talent on a high-performance team.

* Supervises the activities of a skilled network engineers (Customer Support Engineers) team with responsibility for results in terms of customer service satisfaction.

* Workload management among team members, including implementation of innovative case management techniques.

* 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.

* Reports to Senior Manager and interfaces as required with Managers, Directors, and VPs within the worldwide organizations.  

 Minimum Qualifications

 * Master/Bachelor Degree or equivalent plus proven record of related experience.

* Skilled at building high performance teams, developing people and creating a shared vision.

* Effective people management, leadership, and development skills.

* Demonstrated experience in leading teams of 10-20 direct reports (IT skilled specialists) and resolving conflicts effectively.

* Typically requires 10+ years of overall experience, including 3+ years experience in people management role.

* Fluency in English or additional languages


  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.

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