Mgr, Technical Support Eng

2 weeks ago


Chennai, Tamil Nadu, India CommScope Full time

In today's fast-paced world, we understand the importance of feeling a genuine connection to your work. At CommScope, our Networking, Indoor Cellular & Security Solutions (NICS) division includes Ruckus Networks, a leading provider of wireless and wired connectivity solutions for a wide range of industries.

Our team is dedicated to providing top-notch engineering services and customer support to clients in sectors such as hospitality, education, smart cities, government, venues, and service providers.

About the Job and Company:
As a Manager of Technical Support at CommScope Ruckus, you will lead a team of technical engineers to deliver exceptional customer service in line with Ruckus standards. This role is pivotal in ensuring the smooth operation of our technical support team.


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

Role Purpose:
The Manager, Technical Support oversees a team of engineers to meet customer requirements per Ruckus performance guidelines, ensuring efficient operations globally.

Key Responsibilities:
  • Lead the unified global TAC operation, managing critical cases, customer escalations, SLAs, and more
  • Supervise and support a team of engineers, handling backlogs, escalations, training, and productivity
  • Manage staffing, attendance, and shift roster to ensure operational efficiency
  • Ensure team compliance with disciplinary procedures and focus on customer experience
  • Collaborate with other teams for case resolution and process improvements
  • Identify training needs and mentor team members
  • Own problem-solving and escalate complex issues
  • Present technical issues to senior management
  • Drive improvements and suggest new processes
  • Represent the team in internal and external meetings
  • Identify areas for skill enhancement within the team

Job Requirements:
  • B.Sc. or B.E. in Computer Science or related field
  • Minimum 8 years of customer support experience in IP networks or Wi-Fi
  • 2+ years in a technical leadership role
  • Experience in people management
  • Leadership, analytical, and networking skills

Certifications/Accreditations:
CWNA, CCNA, CCIE or equivalent certifications advantageous

Key competencies:
Leadership, customer focus, results-oriented, team player, business acumen, communication skills, critical thinking

Other Abilities required:
Excellent written and verbal communication in English

Work Schedule:
Monday to Friday with occasional weekend or overnight shifts

Travel:
Limited travel may be required (less than 10%)



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