Mgr, Technical Support Eng

In our 'always on' world, we believe it's essential to have a genuine connection with the work you do.

CommScope’s Networking, Indoor Cellular & Security Solutions (NICS) segment incorporates Ruckus Network’s, which focuses on enabling wireless and wired connectivity across complex and varied networks. It offers dedicated engineering and Customer Service and Support resources to our customers across a spectrum of verticals including - hospitality, education, smart cities, government, venues, service providers and more.

How You'll Help Us Connect the World

Ruckus Networks Customer Support and Services (CSS) is a globally distributed team functioning with a unified operations model. We are excited to be modernizing our business with a clear focus on the Customer’s Experience.

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

Role Purpose:

Manager, Technical Support leads a team of technical engineers to ensure that we meet our customer’s needs in accordance to the Ruckus standards of performance.

We are seeking a hands-on technical support manager who can look after our engineers based in various regions.

The successful applicant will also perform within our unified TAC to handle both reactive and proactive operational functions.

Key Responsibilities:

• Perform as a Duty Manager and assume full operational control of the unified global TAC during your shift – managing critical cases, customer escalations, meeting SLA’s, scheduled activities, time-zone handoff’s, case assignment

• Manage a team of engineers including all TAC functions – backlog reviews, escalation, career growth, training, proactive functions, productivity, knowledge base

• Maintain Staffing, Attendance & Shift Roster

• Ensure team adheres to work oriented disciplinary procedures (Attendance, Availability, Process adherence)

• Ensure timely and effective escalations. Monitor and Track the same

• Ensure team focuses on the Customers Experience

• Perform regular case backlog analysis and work with engineers for resolution.

• Work on critical and complicated cases along with Escalation engineers, Engineering team and Senior management

• Coach, mentor and educate TSEs on need basis on case handling, process adherence and ensure enhanced productivity

• Ensure smooth case Transfers between the regions and engineer to engineers and scheduled Call-backs are taken care

• Independently take ownership of problems and steer/drive to resolution

• Work closely with other TAC managers and engineers, Sales and Engineering teams

• Report complex technical issues up to higher management and executives

• Identify opportunities for new process and improvement and work with the other TAC managers to operationalise

• Represent our team in meetings with both internal and external customers

• Suggest areas where team requires improvement on technical and soft skills

• 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 customer support experience in IP networks, Wi-Fi or related environment.

• 2+ years of experience in Technical managers/leadership role

• Previously held technical customer support roles desired

• People management experience would be considered favorably.

• Leadership skills

• Ability to create reports using standard business tools

• Clear understanding of TAC business metrics

• Understanding of networking technologies

Certifications/Accreditations:

• CWNA / CCNA / CCIE / etc. is an advantage

Key competencies:

• Demonstrated leadership in TAC environment.

• 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:

• 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

• Wireless AP/controller and switching knowledge

• Vendor experience

• Worked within global distributed teams

Work Schedule:

• Monday through Friday and weekend or overnight hours as required.

Travel:

• Limited amount of travel <10% or as required