Mgr, Technical Support Eng

2 weeks ago

Chennai, Tamil Nadu, India CommScope Full time
In our 'always on' world, we believe it's essential to have a genuine connection with the work you do.

CommScope's Networking, Indoor Cellular & Security Solutions (NICS) segment incorporates Ruckus Network's, which focuses on enabling wireless and wired connectivity across complex and varied networks.

It offers dedicated engineering and Customer Service and Support resources to our customers across a spectrum of verticals including - hospitality, education, smart cities, government, venues, service providers and more.

How You'll Help Us Connect the WorldRuckus Networks Customer Support and Services (CSS) is a globally distributed team functioning with a unified operations model.

We are excited to be modernizing our business with a clear focus on the Customer's Experience.

Team:
Technical Customer Experience Centre (TAC) at CommScope Ruckus

Role Purpose:

Manager, Technical Support leads a team of technical engineers to ensure that we meet our customer's needs in accordance to the Ruckus standards of performance.

We are seeking a hands-on technical support manager who can look after our engineers based in various regions.
The successful applicant will also perform within our unified TAC to handle both reactive and proactive operational functions.

Key Responsibilities:
Perform as a Duty Manager and assume full operational control of the unified global TAC during your shift – managing critical cases, customer escalations, meeting SLA's, scheduled activities, time-zone handoff's, case assignmentManage a team of engineers including all TAC functions – backlog reviews, escalation, career growth, training, proactive functions, productivity, knowledge baseMaintain Staffing, Attendance & Shift RosterEnsure team adheres to work oriented disciplinary procedures (Attendance, Availability, Process adherence)

Ensure timely and effective escalations.

Monitor and Track the sameEnsure team focuses on the Customers ExperiencePerform regular case backlog analysis and work with engineers for resolution.

Work on critical and complicated cases along with Escalation engineers, Engineering team and Senior managementCoach, mentor and educate TSEs on need basis on case handling, process adherence and ensure enhanced productivityEnsure smooth case Transfers between the regions and engineer to engineers and scheduled Call-backs are taken careIndependently take ownership of problems and steer/drive to resolutionWork closely with other TAC managers and engineers, Sales and Engineering teamsReport complex technical issues up to higher management and executivesIdentify opportunities for new process and improvement and work with the other TAC managers to operationaliseRepresent our team in meetings with both internal and external customersSuggest areas where team requires improvement on technical and soft skillsAlways use good judgementJob Requirements:
Education level:B.Sc. or B.E degree in Computer Science, a related field, or equivalent work experience.

Work Experience:


Minimum of 8 years of customer support experience in IP networks, Wi-Fi or related environment.2+ years of experience in Technical managers/leadership rolePreviously held technical customer support roles desiredPeople management experience would be considered favorably.

Leadership skillsAbility to create reports using standard business toolsClear understanding of TAC business metricsUnderstanding of networking technologiesCertifications/Accreditations:
CWNA / CCNA / CCIE / etc

is an advantageKey competencies:
Demonstrated leadership in TAC environment.

Customer FocusDrive for resultsTeam PlayerPeople DevelopmentBusiness acumenSelf-starter who is excited about technologyExcellent oral and written communication skillsDetail-oriented and critical thinkerCalm when under difficult circumstancesStrong customer focus - an ability to put yourself in the customer's shoesOther Abilities required:Must have proven experience organizing and expressing written and verbal communications clearly, effectively, and efficiently in EnglishAbility to work off-shift and weekends as requiredProactive, energetic, professional self-starter with excellent organizational, communication and interpersonal skills, and the ability to work effectively in cross-functional teams.

Experience as individual contributorWorked with enterprise customersWireless AP/controller and switching knowledgeVendor experienceWorked within global distributed teamsWork Schedule:
Monday through Friday and weekend or overnight hours as required

Travel:
Limited amount of travel

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