Description
RESPONSIBLITIES:The Service Manager (SM) is a designated advocate within Juniper for post-sale account support coordination acting as a matrix manager for both technical and non-technical support requirements. The SM works closely with the customer and multiple organizations within Juniper to ensure effective implementation of Juniper Customer Support. The SM is closely involved in critical customer issues and works closely with other Juniper organizations on prioritizing and managing customer escalations. The SM leads regularly scheduled conference calls to discuss the status of all current open cases and updates on customer network plans. Additionally, quarterly meetings may be scheduled to review overall performance and progress. The SM has a solid technical understanding of how Juniper products are utilized by the customer, and uses this to effectively communicate with the customer and drive issues within Juniper.
JOB REQUIRMENTS:
- 7-10 years of experience in supporting large, Juniper based, complex, Ethernet / IP-based networks.
- Knowledge of Juniper M / T / MX / QFX product. Emphasis is on QFX.
- Solid technical understanding of the following areas: Ethernet Switching, failure 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.
- Occasional Regional travel
- Previous Management experience is a plus
SPECIFIC JOB FUNCTIONS:
- 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 customer 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 Juniper 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: BSCS/BSEE and MS or MBA
Some Remote work is ok with this job if you are in the Washington DC/Virginia area.