Job Title: Technical Support Sr Director
Role: Senior Director - Technical Support EMEA Theater
About the Position:
The Sr. Director of JTAC is responsible for providing support leadership in the EMEA region and drive day-to-day management of Juniper's technology, products, and solutions. The team primarily provides remote technical support services to customers, partners, and Juniper internal stakeholders ensuring the proper operations of Juniper products in all environments. Aligning with all other JTAC teams worldwide to facilitate the follow the sun support model and timely resolution of all reported issues. Manage the teams and operations to deliver the highest level of customer experience and efficient operations.
Key Responsibilities include but are not limited to:
- Responsible for delivery of best-in-class customer experience
- Drive the JTAC team to meet all operational metrics and productivity
- Manage customer escalations to maintain control and ensure Juniper brand protection
- Provide oversight to ensure effective cost controls
- Define and implement product support plans as required
- Define and implement incident-specific support plans associated with customer escalations
- Hiring and management of the team across various locations
- Building a strong partnership with engineering functions
- Support sales team with customer and issue management
- Work with the Advanced services team to ensure proper alignment and process
- Work with the Professional Services organization to ensure comprehensive customer support
- Define and implement performance improvement metrics for global JTAC
- Provide strategic guidance into the service delivery process to facilitate continuous improvement
- Develop and coach the senior JTAC management team within the region
- Strong communications skills both written and verbal
- Seasoned ability to interface with all levels of management both internally and externally
Job Specifications:
- Build relationships with senior executives both internally and externally to facilitate team goals and success
- Demonstrate a senior-level ability to influence cross-functional internal alignment to facilitate organizational goals
Talent Growth:
- Challenge and drive the team to operational excellence while facilitating personal growth within the organization
- Develop the capability of senior-level direct reports
- Attracts, develops, and retains high-performing teams in all areas within the region
- Demonstrate an ability to build and develop teams across a wide geographical and culturally diverse organization
Thought Leadership and Innovation:
- Requires a passion for and mastery of customer service
- Is viewed as a key leader in the region and functions as such
- Think strategically and tactically fostering an innovative culture while focusing on managing a diverse set of activities
Job Complexity:
- Exercising good judgment in methods, techniques, and evaluation criteria for obtaining results in critical customer situations
- Delegate, manage and coach team management team to provide the same good judgment while managing similar customer crises
- Leverage out-of-the-box thinking as required to obtain the best possible results during critical situation management
Experience & Education:
- Bachelor’s degree required, MBA preferred with proven leadership experience across global, cross-functional teams in the high-tech industry over a 20+ year career.
- At least 10 years exp in managing TAC operations and large teams
- Strong knowledge of network operations and data communications technologies
- Strong knowledge of the data communications industry
- Excellent presentation skills
- Excellent communication and interpersonal skills
- 25% travel required