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Manager, Technical Support Engineering

CommScope, Inc.

Last Updated: 7/29/21

Job Description

Everyone communicates. It’s the essence of the human experience. How we communicate is evolving. Technology is reshaping the way we live, learn and thrive. The epicenter of this transformation is the network—our passion. Our experts are rethinking the purpose, role and usage of networks to help our customers increase bandwidth, expand capacity, enhance efficiency, speed deployment and simplify migration. From remote cell sites to massive sports arenas, from busy airports to state-of-the-art data centers— we provide the essential expertise and vital infrastructure your business needs to succeed. The world’s most advanced networks rely on CommScope connectivity.

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.

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.

How You'll help us connect the world:

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

Responsibilities:

As a Manager of the unified global TAC you –lead the aging critical cases, customer issues, meeting SLA’s, scheduled activities, time-zone handoff’s, case assignment

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

Ensure team has been staffed adequately and adheres to work oriented disciplinary procedures

Ensure timely and effective escalations.

Ensure team focuses on the Customers Experience

Perform regular case backlog analysis and partner with engineers for resolution.

Work on critical and complicated cases along with support and development engineers and Senior management

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

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

Take ownership of problems and find resolution

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

Report complex technical issues up to higher management and executives

Find opportunities for new process and improvement and work with the other TAC managers to operationalize.

Represent our team in meetings with both internal and external customers

Suggest areas where team requires improvement as appropriate.

Requirements:

Bachelors Degree in Computer Science, a related field, or equivalent work experience.

Minimum of 8 years of customer support experience in IP networks, Wi-Fi or related environment along with 2+ years of experience in technical managerial /leadership role

Previously held technical customer support roles desired

Leadership Skills:

Ability to create reports using standard business tools

Clear understanding of TAC business metrics

Understanding of networking technologies

CWNA / CCNA / CCIE / etc. is an advantage

Best-Customer Experience is the must to succeed in this role.

Detail-oriented and critical problem solver

Calm when under difficult circumstances

Ability to work off-shift and weekends as the need arises

Proactive, upbeat, professional self-starter with excellent organizational, communication and interpersonal skills, and the ability to work optimally in cross-functional teams.

Worked with enterprise customers

Wireless AP/controller and switching knowledge

Vendor experience

Why Ruckus a CommScope BU?

Our dynamic work environment attracts forward-thinking, hardworking, and caring people who strive to build what’s next. We provide our employees with opportunities where they can innovate and build, while growing and developing their careers. We thrive with change and know the value diversity plays in bringing forth new insights and generating better solutions.

It is the policy of CommScope to provide Equal Employment Opportunities to all individuals based on merit, qualifications and abilities. CommScope does not discriminate in employment opportunities or practices on the basis of race, color, religion, gender (including pregnancy), national origin, age or any other characteristics as protected by law. Furthermore, this contractor and subcontractor shall abide by the requirements of 41 CFR 60-300.5(a) and 41 CFR 60-741.5(a). These regulations prohibit discrimination against qualified protected veterans and qualified individuals on the basis of disability, and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans and qualified individuals with disabilities.



Company Details

Hickory, North Carolina, United States