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Show me jobs like this one| Company: | Cisco Systems Inc. |
| Job Ref: | 46918515 |
| Industry: | Engineering |
| State: | Wisconsin (WI) |
| City: | Belgium |
| Post Date: | 04/27/2012 |
| Job Description: |
Cisco Career Connection Job Description JavaScript Warning! Your browser must be configured to support JavaScript before you can apply. Once you have properly configured your browser please try again. The form below WILL NOT submit until JavaScript is enabled. Table.Right {float: Right;text-align: Right;border:0;padding:3px;} DIV.VEclearFloatAfterElement {clear:both;visibility:hidden;height:0px;} Requisition #: R919857 Location: BELGIUM.BRABANT.DIEGEM Job Title: Global Delivery Partner Manager - Technical Services Region: EMEA Area of Interest: Cisco Services (Formerly Customer Advocacy) Level of Experience: Experienced - Manager Flexible Work Option: No Job Description: Global Delivery Partner Manager Technical Support It's an exciting time to work at Cisco. Every day we connect people to the network and make it come to life. Whether it's using e-learning to educate students far from city centers or downloading the entire Library of Congress in seconds, our networking technology has not only revolutionized the way people do things, but who they are. People are more informed, more efficient, and more involved. With all forms of communications converging onto the network, Cisco is entering an exciting new era. The concept of the network as the platform for transforming life's experiences is no longer a possibility: It is quickly becoming a reality. And Cisco is leading the experience. Cisco seeks a Manager for a Global Delivery Partner Technical Support organization where customer support engineers respond to service requests and resolve customer issues. JOB DESCRIPTION Relationships: • Manage multiple teams of contracted Customer Support Engineers • Work with other managers in the worldwide Technical Support organization to ensure WW alignment, quality, and knowledge sharing. • Works across Cisco organizations to support and manage cross-functional partnering opportunities. • Know and efficiently apply all aspects of escalation to Critical Accounts, Business Units, and other Cisco organizations to fulfill the Global Delivery Partner Manager role. Deliverables: • Supports the definition and implementation of contractual agreements between Cisco Delivery Partners; evaluates and integrates new proposals from the respective parties. • Responsible for successful achievement of the Delivery Partner contractual goals set in line with Cisco Technical Support. • Supervise the activities of multiple contracted Customer Support Engineer teams with accountability for results measured e.g. through customer satisfaction, productivity, technical expertise and quality of Service Requests. • Develop, manage and maintain a synergistic, productive, trusted and durable relationship with the vendor and the TAC center. • Operational demand forecasting for out-tasking resource planning. • Manage workload among teams, including implementation of innovative Service Requests management techniques. • Develop and coach people. • Act as escalation point for customers and management on customers' behalf. • Know and efficiently apply all aspects of escalation to Critical Accounts, Business Units, and other Cisco organizations to fulfill the Global Delivery Partner Manager role. • Identify and solve issues with customers, WW Cisco Technical Services managers, field managers, directors, and BU's to resolve customer escalations in a timely manner. Location / Travel / Shifts: Diegem, Brussels PERSON PROFILE Technical Skills: • Previous people management experience with proven ability to lead a team to accomplish results. • Ability to optimize productivity for your workgroup • Experience in growing your team through hiring and development • Thorough understanding of typical customer support processes and techniques. • Ability to manage by operational objectives (results driven) • Excellent ability to work cross-functionally, to build partnerships with the highest focus on customer's success. • Good knowledge of Cisco Technology and ITC industry and marketplace. • Fluent English speaker Soft Skills: • Effective people management and development skills (essential) • Excellent written and verbal communication & presentation skills (essential) • Flexible: very able to adapt to a changing environment (essential) • Out-of-the-box thinker (essential) • Able to take initiative and drive and lead change (essential) • Team player (essential) Table.Right {float: Right;text-align: Right;border:0;padding:3px;} DIV.VEclearFloatAfterElement {clear:both;visibility:hidden;height:0px;} Cisco is an Affirmative Action and Equal Opportunity Employer Cisco is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information. E-Verify Participation Poster: , E-Verity Right to Work Poster: , | | © 1992-2012 Cisco Systems Inc. All rights reserved. | | | |
