Technical Leader - Technical Services APJ+GC

  • Location:
    Dalian, Liaoning, China
  • Area of Interest
    Technical Support
  • Job Type
    Professional
  • Technology Interest
    Networking
  • Job Id
    1212059
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What You'll Do

This is a technical leader level position within Technical Services in Dalian, China.. The APJ+GC Technical Services technical leaders have a mission of “Through technical leadership, drive excellence in post-sales Technical Services to ensure Customer and Cisco success”. Reporting to the Dalian TS SDS Site Lead.

The position requires an experienced individual with excellent professional judgment, communication, influencing skills and business acumen. Specifically, in this role, you will:

Product Quality
• Identify the product quality concerns and work closely with BU to get improvement by directly working with the BU/PSG

Product Serviceability
• Identify the product serviceability concerns and work with the BU/PSG to get improvement and create a clear working model

Technology Team Engagement
• Technical Advisor to Technology teams support different countries, SR management, Mentoring/Coaching, Engage in Complex & Critical Customer issues.
• Efficient engagement with APJ+GC regional TAC teams

Training requirements
• Mentoring a community of engineers in TS (High touch engineers and Customer support engineers).
• Maintain up to date knowledge of relevant Pre-chasm/Post-chasm technology

 

Who You'll Work With

The team provides post-sales technical escalation support through a team of highly technical engineers, who possess deep product & technology leadership. This team leads post-sales technical issue resolution at the APJ+GC and World Wide level, providing support for escalated issues, critical accounts and managing defect resolution. Team also proactively engages with development engineering teams for new products, technology support and technical leadership. With a vision of “Establish a culture of technical excellence, which develops world class customer support engineers”  in the Technical Services organization.

Who You Are

SKILLS AND EXPERIENCE
• Experience in the administration, troubleshooting, design and/or optimisation of large scale IP computer networks with both local area and wide area elements.
• Ability to work successfully as a team member and/or lead team efforts in a cross-functional matrix environment.
• Demonstrate that you can develop and present highly technical material in a clear and concise format, both verbally and in writing.
• Self-motivated, with the ability to work independently in an evolving environment.
• Be prepared to work independently on a customer site, anywhere in the Cisco Systems operation territory (i.e. anywhere in the world), for any period from a few hours up to a few days, with longer duration by agreement.
• Ability to provide a strong influence in a workshop or open forum environment.
• Demonstrate high technical & some business skills, i.e. the ability to build relationships with Cisco customers, and work effectively in a customer-facing environment.


REQUIREMENTS
• CCIE Certified or equivalent
• Be prepared to work outside of normal working hours from time to time or be available, have the ability to work with peer groups within the company, with full endorsement of the Cisco values.

• Awareness of APJ+GC market is a benefit 
• To communicate with various levels within both internal and external communities. 
• Have the awareness of the commercial and contractual issues surrounding Customer Advocacy.
• Ability to quickly learn a technical matter and provide guidance
• Be fluent in English. Fluency in other languages is a plus.
• Have the ability to work efficiently under pressure.
• Be adaptable and flexible to constant changes in redefining and developing solutions.
• Possess excellent written and oral communication skills.

 

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.

 

*LI-APJ-LL1

 

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