Technical Support Manager

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

The Business Entity

We are a 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

The Team

We seek a Technical Support Manager to lead a team of skilled network engineers who respond to complex service requests and resolve customer issues. You'll handle escalations and assume ownership for the end-to-end customer experience. Serving in a liaison role, you'll create a bridge that connects the technical and business perspectives of customer engagements.

Role & Responsibilities

You have knowledge of Cisco processes and team dynamics across the organization, as well as the superior coaching and motivational skills required to engage, develop and retain top talent on a high-performance team. Your scope will be:
- Managing the activities of a skilled network engineers (Customer Support Engineers) team with responsibility for results in terms of customer service satisfaction. Team size: 10-20 engineers.
- Building high performance teams and develops people, creating a shared vision
- Workload management among team members, including implementation of innovative case management techniques.
- Participating in cross-functional projects involving Cisco's product or service offerings.
- Identifying and working on issues that affect worldwide TAC (Technical Assistance Center) teams
- Handling escalations and assuming ownership for the end-to-end customer experience.
- Serving as a liaison role, the manager creates a bridge that connects the technical and business perspectives of customer engagements.
- Reporting to a senior manager in TAC

Minimum Qualifications

- Prior experience of managing people
- University Degree or equivalent plus 5+ years-related experience

Desired Skills

- Demonstrated experience in leading teams of direct reports and resolving conflicts effectively.
- Effective people management, leadership, and development skills.
- Skilled at building high performance teams, developing people and creating a shared vision.
- Experience of improving productivity and efficiency in processes. Demonstrates strategic and tactical skills in the area of operational excellence.
- Technical engineering background is advantageous.

About 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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