Sr Mgr, Technical Support Eng Req ID: 78456 Location: Virtual, Other, India In our 'always on' world, we believe it's essential to have a genuine connection with the work you do. **The Company – CommScope** CommScope’s Venue and Campus segment incorporates Ruckus Network’s, which focuses on enabling wireless and wired connectivity across complex and varied networks. It offers dedicated engineering and Customer Service and Support resources to our customers across a spectrum of verticals including - hospitality, education, smart cities, government, venues, service providers and more. **The Team:** Ruckus Networks Customer Support and Services (CSS) is a globally distributed team functioning with a unified operations model. We are excited to be modernizing our business with a clear focus on the Customer’s Experience. **Job Title** : SeniorManager, Technical Support – Bull Dog / Premium Accounts **Team** : Technical Customer Experience Centre (TAC) at CommScope Ruckus **Role Purpose** : **_Senior Manager, Technical Support_** leads a team of technical engineers and/or other managers to ensure that we meet our customer’s needs in accordance to the Ruckus standards of performance. Further they lead on strategic global functions, represent the TAC within the business, steer cultural change and identify and drive improvements within the business. **Key Responsibilities** : + Lead a team of engineers and/or managers across TAC operational functions – backlog reviews, escalation, career growth, training, proactive functions, productivity, knowledge base + Drive high Customer Satisfaction / Net Promoter Score for our Bull Dog/Premium Customers. + Drive Quarterly Business Reviews along with the Customer Success team and generate greater business outcomes. + Monitor and adapt staffing models to meet the volume and case complexity from our customers + Proactively identify and manage escalations and critical cases through the business including assignment of engineers, handoff’s, interactions with engineering, sales and end customers while keeping senior leadership aware to ensure we exceed our customer’s expectations + Active role in mentoring and growing less experienced managers within the team + Coach, mentor and educate TSEs + Promote the correct culture and motivate the team to succeed with a focus on customers experience + Produce, review and interpret operational data for reporting into leadership + Always have a sense of urgency and be able to identify exceptions which need immediate attention + Lead complex global functions within the TAC and/or perform as the primary contact on the important interfaces to our internal and external customers + Proactively determine areas of improvement for our customers experience, suggest, socialise and drive enhancements + Actively be involved in reducing undesired attrition in the business + Represent the TAC in the business, own and deliver on project work + Perform as a Duty Manager (shift driven operational control of the TAC) as required + Ensure team adheres to work oriented disciplinary procedures (Attendance, Availability, Process adherence) + Always use good judgement **Job Requirements** : Education level: + B.Sc. or B.E degree in Computer Science, a related field, or equivalent work experience. Work Experience: + Minimum of 8 years of experience in networking environment + 6+ years of experience in a technical customer facing management role + Experience in leading Premium Customers is desirable. + Previous TAC experience + Experience in vendor is desirable + Proven people management and leadership experience in technical environment + Ability to create reports using standard business tools + Clear understanding of TAC business metrics Certifications/Accreditations: + CWNA / CCNA / CCIE / etc. is an advantage Key competencies: + Customer Focus + Drive for results + Team Player + People Development + Business acumen + Self-starter who is excited about technology + Excellent oral and written communication skills + Detail-oriented and critical thinker + Calm when under difficult circumstances + Strong customer focus - an ability to put yourself in the customer’s shoes Other Abilities required/desired: + Must have proven experience organizing and expressing written and verbal communications clearly, effectively, and efficiently in English + Ability to work off-shift and weekends as required + Proactive, energetic, professional self-starter with excellent organizational, communication and interpersonal skills, and the ability to work effectively in cross-functional teams. + Experience as individual contributor + Worked with enterprise customers + Technical knowledge in networking; wireless AP/controller and switching knowledge + Worked within global distributed teams Work Schedule: + Monday through Friday and weekend or overnight hours as required. Travel: + Limited amount of travel <10% or as required **Why CommScope?** CommScope is on a quest to deliver connectivity that empowers how we live, work, and learn. Our employees push the boundaries of communications technology that enables game-changing discoveries like 5G, the Internet of Things, and gigabit speeds for everyone, everywhere. With our unmatched expertise in copper, fiber, and wireless infrastructure, our global clients rely on us to outperform today and be ready for the needs of tomorrow. RUCKUS Networks builds and delivers purpose-driven networks that perform in the demanding environments of the industries we serve. Together with our network of trusted go-to-market partners, we empower our customers to deliver exceptional experiences to the guests, students, residents, citizens and employees who count on them. **www.ruckusnetworks.com** If you want to grow your career alongside bright, passionate, and caring people who strive to create what's next…..come connect to your future at CommScope. CommScope is an Equal Opportunity Employer (EEO), including people with disabilities and veterans. If you are seeking an accommodation for the application or interview process, please contact us to submit your request at talentacquisition@commscope.com **Learn more about how we're on a quest to connect the future and build what's next.** **Job Segment:** Technical Support, Telecom, Telecommunications, Network, Manager, Technology, Management