Technical Support Manager

4 weeks ago

Kanata, Canada Juniper Networks Full time

**Technical Support Manager**

Location: Canada

**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.

LI-AHUYNH

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