Manager, Global Technical Support

How You Will Contribute

• You will be responsible for hiring, coaching, mentoring, monitoring team performance and developing talent.
• You will act as the escalation point for key customer issues and provide managerial support and guidance to team members.
• You will identify opportunities to optimize the team’s workload by identifying process efficiencies.
• You will provide input as required for ATS and / or engineering operational reviews.
• You will influence the product business community as a customer advocate to drive resolution of product issues and to fast-track product improvement initiatives into Engineering, PLM, and Quality.
• You will foster collaborative working relationships between your immediate team and peer ATS teams, as well as other Ciena teams / organizations to ensure high level of CSAT
• Represents the department effectively & professionally as required, both internally as well as to customers
• Potential for customer site visits to discuss customer concerns.
  

The Must Haves

• Bachelor’s degree in related discipline coupled with experience in a support or equivalent role with direct customer support responsibilities.
• Proven history in people leadership, specifically engineers providing timely technical support in a global environment.
• Good understanding of telecommunications systems and / or of Ciena specific products.
• Demonstrated proficiency with Microsoft Office Suite.
  

The Assets

• Knowledge of computers, data communications, UNIX/Sun and IP network experience.
• Working knowledge of telecommunication networks using layer 2/3 technologies.
  

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