Technical Support Manager

3 weeks ago

Kanata, Canada Juniper Networks Full time

The Support Manager at Juniper Technical Assistance Center (JTAC) is responsible for day-to-day management of the subset of Juniper's most strategic accounts. The team primarily provides remote technical support services to customers, partners, and Juniper internal stakeholders ensuring the proper operations of Juniper products in all environments. Aligning with all other JTAC teams worldwide to facilitate the appropriate support and timely resolution of all reported issues. All of this while maintaining the highest level of customer satisfaction and efficient operations delivered against defined metrics

**Responsibilities**:

- Ensuring that the team delivers expert, high-quality technical assistance to Juniper Network’s customers and for Juniper Networks products as measured using industry standard metrics.
- Ensure that the necessary processes and policies are in place and are adhered to in effort to meet the service level agreements and customer satisfaction goals of the organization.
- Work with the Sustaining and Development teams to ensure that customer found defects and product supportability gaps are addressed
- Manages the activities of a team comprising of Junior and Senior Technical Support Engineers
- Prepares and conducts customer operations reviews with the Advanced Services team to ensure all customer issues are being addressed in a timely and professional manner. Adhering to operational metrics such as customer satisfaction scores, SLAs, response times and backlog management.
- Develops specific business strategies and plans by exploring opportunities to grow the business in the areas of advanced and professional services.
- Develops technical support policies and procedures to ensure consistent service delivery across the customer base and with a constant focus of improving customer satisfaction.
- Manages and tracks technical escalations ensuring thorough and timely technical updates to Advanced Services, Engineering and JTAC management.
- Conducts Juniper Technical Support process training and review sessions.
- Oversees the documentation and maintenance of customer information and educates other Juniper internal resources on the supported customer(s).
- Interviews, selects, hire and mentor technical support engineers.
- Evaluates individual and team performance and provides guidance on resolving performance issues.
- Defines growth and career plans for all members of the team, including training, certifications, and any additional skills needed to be successful

**JOB SPECIFICATIONS**
- Bachelor’s degree in engineering or equivalent. Master’s degree is a plus.
- Minimum of 10 years of technical assistance center experience, with 5+ years in a leadership role.
- Demonstrated experience managing customer service support personnel in cross-functional, matrix based management work environments.
- In-depth knowledge of Juniper Networks or similar network company and system products.
- Excellent communication and interpersonal/partnering/leadership skills.
- Some travel required up 30% of the time.

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