Technical Support Manager

  • Location:
    Mexico City, Mexico
  • Additional Location(s)
    Costa Rica
  • Area of Interest
    Technical Support
  • Job Type
  • Technology Interest
  • Job Id
What You'll Do

Supervises activities of Customer Service Engineers team with the responsibility for results in terms of customer service satisfaction.
● Acts as escalation point for customers and senior Cisco management on customers' behalf.
● Manages workload among team members, including implementation of innovative case management or capacity management techniques to enable future types of post-sales services.
● 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 TAC 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 team.

Who You Are
● Master’s or MBA degree
● 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.

Strong understanding on Millennial generation

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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