Technical Services Manager

Technical Services Manager

  

This role has been designated as ‘Remote/Teleworker’, which means you will primarily work from home.

Job Description:

Provide professional solutions to the company end-users, dealers and service providers originating from unresolved escalated case issues received via telephone and written correspondence. Provide an escalation link for the company field employees, executives and channel regarding customer satisfaction issues including availability, price dissatisfaction, product safety issues, complaints with the company and/or its representatives, and complaints regarding an authorized

dealer or channel.

Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower-level employees.

Responsibilities:

• Monitor, manage and audit case progress
• Prepare and deliver weekly/bi-weekly case reviews to provide current case and RMA status
• Conduct Periodic Operations Reviews in conjunction with the account team to review Juniper product and support performance
• Prepare and deliver Postmortem/Root Cause Analysis on both technical and process issues
• Perform trend analysis on both customers raised and internally identified issues, drive other organizations to develop a problem resolution
• Provide high level software upgrade guidance by providing SW field experience and release schedule - Manage non-technical escalations
• Conduct HPEN Customer Support process training/review sessions
• Document and maintain customer information and educate other Juniper internal resources on the supported customer(s)
• Coordinating support efforts among multiple organizations

Education and Experience Required:

• 5+ years of experience in supporting large, complex, IP-based networks.
• Bachelor’s degree required (BSCS or BSEE preferred); Master’s degree or MBA is a plus.
• Solid technical understanding of the following areas: Internet firewalls, IPSec, VPNs, Intrusion detection/prevention, OSPF, BGP, MPLS, Multicast, QoS and network management.
• Must have a passion for the Internet and the new technologies related to it.
• Must be proficient with Microsoft Office and have strong data analysis skills.
• Must have strong communication, interpersonal and leadership skills and have demonstrated a history of high-level achievement in cross-functional organizations.
• Must be located in or near the greater Houston, Texas area, with the ability to support occasional regional travel as needed.

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Relationship Management (CRM), Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 6 more}

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

Job:

Services

Job Level:

Expert

    

"The expected salary/wage range for this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level.
– United States of America: Annual Salary USD 81,500 - 187,500 in Texas
The listed salary range reflects base salary. Variable incentives may also be offered."

Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

   

No Fees Notice & Recruitment Fraud Disclaimer

 

It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates.  These scammers often seek to obtain personal information or money from candidates.

 

Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process.  The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.