Leader, Customer Delivery

hace 1 semana


Ciudad de México, Ciudad de México Cisco Systems A tiempo completo
What You'll Do


Do you have what it takes? Customer Experience (CX) organization is seeking an inspiring leader to manage a team of Technical Consulting Engineers (TCEs) responsible for providing first rate technical support.

You will report to a CX Director or Sr. Manager and generally be responsible for a team of 10 to 15 people.

You are able to manage for results (team workload management, team training and development, overall team customer service metrics); handle critical customer escalations and drive issues to resolution; and assume ownership of the total customer support experience.

Who You'll Work With?
The CX Organization at Cisco is a team of worldclass technical experts whose primary focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Cisco's Technical Assistance Center (TAC) is aligned to three geographic regions; together, they form one global, borderless TAC. TAC is the first to be confronted by challenges and issues with new equipment and tools in the field. Revered by many as the "best networking school" in the world, roles in TAC have a technology runway that never ends. The breadth and diversity of technology exposure is second to none; and comes with the territory when you are keeping the world's networks humming
Who You Are? You can lead a team of TCEs in support of Cisco product family.

You understand and demonstrate Cisco's C-LEAD Continuum:
Collaborate, Lead, Execute, Accelerate, Disrupt. You have the ability to influence using applied knowledge and excellent people management skills. You can develop excellent working relationships You can align to and influence Company and Org Goals You display excellent communication skills presentation, verbal and written. You can be a Customer Advocate and at times a designated POC for select customers You are able to function autonomously, quickly ascertain the issues at hand, and quickly drive issues to resolution. You understand and drive the team to solve complex network level technical problems. You understand the intercompany dependencies and develop action plans to address problems Required Product Knowledge and Technical Skills:
  • You have a bachelor's degree plus 5-7 years of related experience
You have experience in customer support services & preferably in IT Industry You have a thorough understanding of networking technology Expert knowledge of Enterprise Networking industry, products, and protocols Commitment and ability to resolve complex technical problems, multitask, and be dedicated to customer success Excellent verbal and written communication skills Experience interacting with customers/partners or in a client facing role. Your interpersonal skills and solid business acumen in decision making are solid You have demonstrated Industry awareness Ability to interface with crossfunctional Cisco teams like Sales, Engineering and translate knowledge and experience into product improvements and consumable Intellectual Capital (IC) Ability to work effectively with and provide guidance to other members by determining methods and procedures on new assignments, mentoring more junior engineers and promoting/soliciting ideas within TL and CSE delivery teams. Desired Skills ITIL Certified Proven Management experience Expertise in Enterprise Networking Operations Cisco Certifications Other recognized industry level certificationsWhy Cisco

We connect everything:
people, processes, data, and things.

We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals.

And we do it in style with unique personalities who are not afraid to change the way the world works, lives, plays and learns.

We are inspiring leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco.

of Cisco Cloud Security technologies and products. Some travel may be required.

**Cisco COVID19 Vaccination Requirements

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