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requisition #: he/she will provide both management and techincal leadership to a diverse team of highly technical and talented cusotmer support engineers.maintain and monitor team performance metrics
.
directly responsible for:
1- ensuring delivery against team service level agreements (sla)
2- driving/owning internal and external escalations
3- ensuring customers consistently receive an exceptional support experience
primary responsibilities:
. comfortable working within a team environment
. ideal candidates demonstrate knowledge of cicso procseses and team dynamics (inter & intra organizational.
the ideal candidate will have experience setting up cusotmer support systems and procedures, managing critical escalations (technical and business-oriented) and leading support engineers. bayern.hallbergmoos
job title: cros engineer onsite - technical operations lead region: european markets
area of interest: cisco services (formerly customer advocacy)
level of experience: experienced - non manager
flexible work option: no
job description: this is a hybrid operational role.
. solid technical internetworking background.passion for customer service and a commitment to creating an environment that promotes customer satisfaction
. successful candidates will posses superior coaching and motivational skills required to engage, develop and retain top talent on a high-performance team, ) additionally.commuincate and cleraly docmuent technical customer isuses
, abiilty to undesrtand.enusre approrpiate communciations and processes exsit betewen all cisco temas & all customer temas
. r897838 loctaion: geramny.senior management and other departments in a professional manner
, customers, demonstrated ability to interact with peers.supervise 8-20 customer support engineers (level 1, 2, & 3)
.they must enjoy working with people and helping customers, foundationally.operational & customer focused \'mind-set\'
. responsible for team & customer communication (notifications, updates, hand-off, etc)
.develop & implement new team processes & procedures, work instructions
. and customer advocate, candidates must be customer focused and be a strong blend of: engineer, leader.strength as both a leader and an individual contributor
. passion to proactively seek ways to make our customers happy. effective multi-tasking & time-management skills
. manage and address all customer issues/escalations that arise during their shift
. excellent communication skills: interpersonal, written and verbal.
a predisposition to change and leading during times of change is also essential.continuously evaluate workflow and identify opportunities for improvement
required skills & competencies:
. monitor and track customers systems and issues/problems on a daily basis
. and demanding environment
, high-tech,
. experience working in a fast paced.manage and motivate cses to meet performance and end of quarter goals
. and training of dotted-lined staff
, coaching, responsible for the supervision, monitoring.responsible for managing ticket escalations (time based or severity based)
.
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