Technical Support Manager

  • Location:
    Mexico City, Mexico
  • Area of Interest
    Technical Support
  • Job Type
  • Technology Interest
    Collaboration, Video
  • Job Id

Job Description

What You'll Do

  • Supervises activities of Technical Services teams ensuring that the service is being delivered within budget and to the required level of customer satisfaction.
  • Acts as escalation point for customers and senior Cisco management on customers' behalf.
  • Manages workload among team members to ensure the resources are well optimized.
  • Leads all aspects of people management, customer service delivery and management of the business itself.
  • Builds a strong relationship with Sales being able to advise on and scope new business including accurate pricing/quoting.
  • Regularly interacts with Cisco's customer and internal teams to ensure a coordinated approach to delivery in the territory.
  • Assumes leadership role in the organization and cross-functional teams to drive service delivery and/or product improvements.
  • Identifies and works on issues that affect worldwide teams.
  • Participates in cross-functional projects involving Cisco's product or service offerings. Identifies and works on issues that affect worldwide Technical Support teams. 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.

Who You'll Work With

Cisco seeks for a Technical Support Manager to join some of the industry's brightest minds in developing and deploying today's most advanced Internet technologies. In this role, you will gain insight on the detailed functionality of Cisco products and partner with all distributed elements of the service chain.

The candidate will work with others results-oriented leader, able to demonstrate teamwork and partnerships both with people reporting to him and his peers. He/she has the ability to achieve cross-organizational influence and relevancy, has good people management, project management and negotiation skills and demonstrates ability to think globally. He/she is a role model with ability to build and develop a motivated, high-performing engineering and operational teams.

Who You Are

  • Bachelor's degree in Computer Science or related field.  Master’s or MBA degree nice to have but not required.
  • 5+ years’ experience in leading teams consisting of 10-15 members.
  • Experienced in identifying complex issues and resolving complex problems impacting strategic direction of the organization.
  • Effective people management, leadership, and conflict management skills.
  • Skilled at building high performance teams and inspiring and developing people.
  • Outstanding ability to work cross-functionally and building business partnerships with customers.
  • Ability to formulate and deliver highly complex presentations.
  • Ability to communicate in English effectively both verbally and in writing required; other languages would be a plus.

Other additional requirements

Must be a proven leader with strong management, communication and interpersonal skills combined with good business acumen.

  • Strong business management skills.
  • Strong people management skills.
  • Strong communication and presentation skills.
  • Strong customer service and service delivery skills.
  • Initiative taker and has the ability to work outside of process independently.
  • IT industry knowledge and experience in a support environment.
  • Collaboration with other parts of the business.
  • Has a technical and networking understanding, but primarily has the ability to leverage the technical expertise of others.
  • Ability to leverage and manage virtual teams.
  • Questions ways of working and drives improvements.
  • Solid understanding of business processes and requirements in a support environment and in the customer’s organization.
  • Commercial and contractual understanding is essential.

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.


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