Sr Mgr, Technical Support Eng

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

Job Opening: Senior Manager, Technical Support Engineering
Mexico City

How You’ll Help us Connect the World

CommScope’s Venue and Campus 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.

The Team:

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.

Role Purpose:

Senior Manager, Technical Support Engineering leads a team of technical engineers and/or other managers to ensure that we meet our customer’s needs in accordance to the RUCKUS standards of performance. Further they lead on strategic global functions, represent the TAC within the business, steer cultural change and identify and drive improvements within the business.

Key Responsibilities:

Lead a team of engineers and/or managers across TAC operational functions – backlog reviews, escalation, career growth, training, proactive functions, productivity, knowledge base.

Drive high Customer Satisfaction / Net Promoter Score for our Bull Dog/Premium Customers.

Drive Quarterly Business Reviews along with the Customer Success team and generate greater business outcomes.

Monitor and adapt staffing models to meet the volume and case complexity from our customers.

Proactively identify and manage escalations and critical cases through the business including assignment of engineers, handoff’s, interactions with engineering, sales and end customers while keeping senior leadership aware to ensure we exceed our customer’s expectations.

Active role in mentoring and growing less experienced managers within the team
Coach, mentor and educate TSEs.

Promote the correct culture and motivate the team to succeed with a focus on customers experience.

Produce, review and interpret operational data for reporting into leadership
Always have a sense of urgency and be able to identify exceptions which need immediate attention.

Lead complex global functions within the TAC and/or perform as the primary contact on the important interfaces to our internal and external customers
Proactively determine areas of improvement for our customers experience, suggest, socialise and drive enhancements.

Actively be involved in reducing undesired attrition in the business
Represent the TAC in the business, own and deliver on project work.

Perform as a Duty Manager (shift driven operational control of the TAC) as required.

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

Always use good judgement

Required Qualifications for Consideration

B.Sc. or B.E degree in Computer Science or related field.

Work Experience: 

•    Minimum of 8 years of experience in networking environment
•    6+ years of experience in a technical customer facing management role
•    Worked with enterprise business customers
•    Technical knowledge in networking; wireless AP/controller and switching knowledge
•    Previous TAC experience
•    Proven people management and leadership experience in technical environment
•    Ability to create reports using standard business tools
•    Clear understanding of TAC business metrics
•    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.
•    Worked within global distributed teams

Key competencies:

•    Strong customer focus - an ability to put yourself in the customer’s shoes
•    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

You Will Excite us if you Have

•    CWNA / CCNA / CCIE / etc. is an advantage knowledge
•    Experience in vendor is desirable
•    Experience in leading Premium Customers is desirable.

Why CommScope:

CommScope is on a quest to deliver connectivity that empowers how we live, work, and learn. Our employees push the boundaries of communications technology that enables game-changing discoveries like 5G, the Internet of Things, and gigabit speeds for everyone, everywhere. With our unmatched expertise in copper, fiber, and wireless infrastructure, our global clients rely on us to outperform today and be ready for the needs of tomorrow. 

If you want to grow your career alongside bright, passionate, and caring people who strive to create what's next…..come connect to your future at CommScope.

CommScope is an Equal Opportunity Employer (EEO), including people with disabilities and veterans. If you are seeking an accommodation for the application or interview process, please contact us to submit your request at talentacquisition@commscope.com. You can also learn more about CommScope’s accommodation process and EEO policy at https://jobs.commscope.com/eeo 

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