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Mgr, Technical Support Eng

3 months ago

Chennai, Tamil Nadu, India CommScope Full time

In today's fast-paced world, we strongly believe in establishing a genuine connection with the work you do. At CommScope's Networking, Indoor Cellular & Security Solutions (NICS) segment, we encompass Ruckus Network's technology, which focuses on providing wireless and wired connectivity across a variety of networks. Our dedicated engineering and Customer Service and Support teams cater to customers in sectors such as hospitality, education, smart cities, government, venues, and service providers.

How You'll Contribute to Connecting the World

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

Role Purpose: As a Manager, Technical Support, you'll lead a team of technical engineers to ensure we meet customer needs according to Ruckus standards.

We are looking for a hands-on technical support manager to oversee engineers in different regions and handle both reactive and proactive operations within our unified TAC.

Key Responsibilities:

  • Manage a team of engineers and oversee all TAC functions
  • Maintain staffing, attendance, and shift roster
  • Ensure timely escalations and focus on enhancing Customer Experience
  • Coach, mentor, and educate team members as needed
  • Identify opportunities for process improvement
  • Represent the team in internal and external meetings
  • Always exercise good judgment

Job Requirements:

Education level:

  • B.Sc. or B.E degree in Computer Science or related field, or equivalent experience

Work Experience:

  • Minimum 8 years of customer support experience in IP networks, Wi-Fi, or related areas
  • 2+ years in technical management/leadership
  • Experience in technical customer support roles
  • Leadership and reporting skills
  • Certifications like CWNA, CCNA, CCIE are advantageous

Key Competencies:

  • Demonstrated leadership in a technical support environment
  • Strong customer focus and drive for results
  • Ability to work effectively in teams and develop people
  • Detailed-oriented with excellent communication skills

Other Abilities Required:

  • Proven experience in clear written and verbal communication in English
  • Ability to work off-shifts and weekends
  • Proactive, energetic, and organized
  • Experience working with enterprise customers and wireless technologies

Work Schedule:

  • Monday to Friday with weekend or overnight shifts as needed

Travel:

  • Limited travel, less than 10% or as required