Leader, Customer Delivery

hace 5 días


Ciudad de México Cisco Systems A tiempo completo

**_Who You Are?_**

We seek a
**strong leader and communicator** with a good understanding of technical support. In this position, you will be responsible for customer happiness and employee engagement and empowerment.
- Have managed a group of 10+ engineers, supervising their activities with responsibility for their results in terms of customer satisfaction and delivery assurance.
- Works with little or no direction and is mindful of interpersonal goals and objectives.
- Independently identifies issues and resolves problems that could impact strategic direction.
- May act as a SPOC (single point of contact) for delivery in certain customer accounts.
- Typically requires BSCS or BSEE or equivalent.
- 10+ years’ experience in Technical Support or NOC environment, customer support, knowledge of inter-networking technologies, and the competitive marketplace.
- Prior experience in working in a Global support environment, 24*7 support
- Shown business and technical expertise and extensive customer service engineering experience.
- Good knowledge in networking, technology, IT or equivalent as well in current company products.
- Demonstrates strategic skills. Excellent working relationships with other customer service organizations within Cisco and with appropriate business units.
- Ability to formulate and deliver sophisticated presentations throughout Cisco and to customer technical departments.

**_What Will You do?_**
- Define responsibilities and expectations of each engineer on the team. Solicit, document, and provide balanced feedback on their performance, addressing opportunities for development and growth. Recognize and reward outstanding and exceptional performance.
- Partner with engineers to develop actionable plans to support career goals, including the development of technical, communication, people and leadership skills.
- Hold quarterly career development meetings and monthly performance reviews with direct employees. Promote internal and external career opportunities to the team to support employee growth and development and business opportunities.
- Build and develop a high performing regionally aligned team.
- Develop and execute on a team and/or regional plan that supports the organization's goals and objectives.
- Develop and execute a resources skills matrix, addressing the region's workforce planning and skill requirements.
- Hold regular meetings with team and peers. Manage team performance goals, continuously evaluating and making adjustments regionally as necessary.
- Promote and cultivate a team spirit and culture across the region built on open communication, collaboration, teamwork, trust and integrity.
- Effectively manage day-to-day operations.
- Accountable for reviewing and executing action plans to meet team and regional objectives that contribute to the balanced score card and to business priorities.
- Develop, align and execute to a regional hiring strategy to ensure requisite skills in support of business priorities.
- Understand and articulate regional alignment to organizational vision and strategy and drive the team and region to achieve results.
- Build a culture of collaboration with a priority of sharing knowledge within the technology functions, leveraging people, process and tools.
- Attract and hire exceptional talent, aligned to Cisco's culture and business
- Exhibit proficient and thorough understanding of tools, processes and procedures. Identify, innovate and execute on opportunities to optimize the - support business across the region.
- Socialize, share and drive best practices across delivery managers and TS organizations. Lead regional quality improvement initiatives.
- Be a change leader, modeling and integrating change management practices into the regional teams. Manage resistance to change and implements actions to accelerate process, tool and behavior adoption.
- Develop a peer/ regional strategy to enhance the customer experience by proactively engaging through
- Customer Sat Low score Follow Ups
- Ownership of Escalations
- Proactive Case Reviews
- Engagement in CAP/ Lessons Learned
- Serve as customer's advocate by identifying regional case management trends and proactively escalating issues through engagement with senior escalation resources.
- Conduct EBCs and TAC tours and actively meet with customers in the field.
- Acts as escalation point for customers and senior Cisco mgmt on customers' behalf.
- Empower employee ownership of customer issues within the regional team and technology
- Drive adherence and awareness to industry standards (TL9000, ISO) with local and regional teams. Articulates the connection between industry awards (TSIA, JD Powers) and Cisco's perceived value to our customers (Pride).
- Foster an environment of inclusion and diversity, reinforcing Cisco core values and culture.
- Promote a work environment in the region in which people are valued and rewarded for their accomplishments.
- Regional role model, exhibiting personal c



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