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Ruckus Networks

Compare

3.9

based on 19 Reviews

25 Ruckus Networks Jobs

Sr Mgr, Technical Support Eng

RUCKUS Networks

3.9

based on 19 Reviews

8-9 years

Kolkata, Mumbai, New Delhi + 4 more

1 vacancy

Sr Mgr, Technical Support Eng

Ruckus Networks

posted 1d ago

Job Role Insights

Fixed timing

Key skills for the job

Computer Science Customer Service Customer Support Operations Hospitality CCNA

+ 4 more

Job Description

Senior Manager, Technical Support
leads a team of technical engineers and/or other managers to ensure that we meet our customer s needs in accordance to the Ruckus standards of performance. Further they lead on strategic global functions, represent the TAC within the business, steer cultural change and identify and drive improvements within the business.

Key Responsibilities :

Lead a team of engineers and/or managers across TAC operational functions - backlog reviews, escalation, career growth, training, proactive functions, productivity, knowledge base
Drive high Customer Satisfaction / Net Promoter Score for our Bull Dog/Premium Customers.
Drive Quarterly Business Reviews along with the Customer Success team and generate greater business outcomes.
Monitor and adapt staffing models to meet the volume and case complexity from our customers
Proactively identify and manage escalations and critical cases through the business including assignment of engineers, handoff s, interactions with engineering, sales and end customers while keeping senior leadership aware to ensure we exceed our customer s expectations

Active role in mentoring and growing less experienced managers within the team
Coach, mentor and educate TSEs
Promote the correct culture and motivate the team to succeed with a focus on customers experience
Produce, review and interpret operational data for reporting into leadership

Always have a sense of urgency and be able to identify exceptions which need immediate attention
Lead complex global functions within the TAC and/or perform as the primary contact on the important interfaces to our internal and external customers
Proactively determine areas of improvement for our customers experience, suggest, socialise and drive enhancements
Actively be involved in reducing undesired attrition in the business
Represent the TAC in the business, own and deliver on project work
Perform as a Duty Manager (shift driven operational control of the TAC) as required
Ensure team adheres to work oriented disciplinary procedures (Attendance, Availability, Process adherence)

Always use good judgement

Job 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 experience in networking environment
6+ years of experience in a technical customer facing management role
Experience in leading Premium Customers is desirable.
Previous TAC experience
Experience in vendor is desirable
Proven people management and leadership experience in technical environment
Ability to create reports using standard business tools
Clear understanding of TAC business metrics

Certifications/Accreditations :

CWNA / CCNA / CCIE / etc. is an advantage

Key competencies :

Customer Focus
Drive for results
Team Player
People Development
Business acumen
Self-starter who is excited about technology
Excellent oral and written communication skills
Detail-oriented and critical thinker
Calm when under difficult circumstances
Strong customer focus - an ability to put yourself in the customer s shoes

Other Abilities required/desired :

Must have proven experience organizing and expressing written and verbal communications clearly, effectively, and efficiently in English
Ability to work off-shift and weekends as required
Proactive, energetic, professional self-starter with excellent organizational, communication and interpersonal skills, and the ability to work effectively in cross-functional teams.
Experience as individual contributor
Worked with enterprise customers
Technical knowledge in networking; wireless AP/controller and switching knowledge
Worked within global distributed teams