Juniper Networks Service Manger for Enterprise & Tier 2 / 3 Service Provider
Based in Bucharest. Office based. Potential for on-site visits to other countries of 1 or 2 days with customer / s and in other Juniper office locations.
English and French fluency are required.
The Service Manager (SM) will serve as the primary customer interface for post sales technical issues for Enterprise and Service Provider customers.
This position resides within the Juniper Networks Advanced Services team.The SM is the single point of contact and customer advocate for the account, working closely with the Juniper Networks delivery teams, such as our technical assistance centre, contracts teams and logistics, as well as the sales and engineering teams on prioritizing and managing all customer issues and escalations.
About the role / Key Responsibilities
Service Managers are responsible for providing remote Service Management delivery as part of the EMEA Advanced Services team.
This SM delivers services to different customers and teams in countries in Europe, the Middle East and Africa.
Normally supporting 4-5 customers and escalation customers by exception. If assigned to large accounts this may be reduced.
They provide a contact point for coordinating the delivery of proactive and reactive services to customers in EMEA theatre.
Responsibilities also include agreeing, managing and communicating the resolution plan from issue to closure.
Juniper Service Managers plan and communicate an initial response to customer reported issues, engagement of appropriate resources within Juniper team, working closely with the relevant Juniper teams and coordinating activity.
Escalating any issues internally as appropriate to ensure timely customer responses and a timely and structured path to resolution, completing an escalation exit document with recommendations to the customer to mitigate risk of the same in the future.
Additionally Service Managers submit recommendations to the business for improvement to mitigate risk of repeat.
They ensure case and PR are closed correctly to aid ongoing measurement.
SM is expected to proactively raise awareness on potential issues based on Juniper risk analysis.
Another major part will be customer education and review calls, as well as update sessions on Juniper tools, processes and problem resolutions.
Detailed Responsibilities for Service Managers
Serve as the central point of coordination between the customer, account team, Juniper Technical Assistance Centre (JTAC), Engineering, Product Line Management (PLM) and Customer Services and Sales management
Hold consistent regularly scheduled customer meetings / calls to discuss and agree action plans and statuses.
Successfully manage case escalations : Coordinate the activities with the customer team and Juniper teams. Work with the JTAC team early in the engagement before on-site support is required.
Prior to speaking to the customer, hold internal calls with a clear agenda as to what you want to achieve. Document the meeting summary and communicate an action plan to the customer.
After the customer meeting, summarize the next steps for those not able to attend. Provide daily updates both, internally and towards the customer, more often if necessary.
If issues continue without a clear progress or timeframe for resolution, escalate to management and add to the hot list for more visibility using the normal escalation process.
If the situation is critical follow the critical case format.
Provide a concise informative weekly report summarizing the key developments with your accounts. Include details such as Problem Report (PR) numbers and case numbers where appropriate so that engineering and other internal people can review.
Also show continuity from week to week on outstanding issues and summarize any meetings (other than the regularly scheduled ones).
Delineate the ongoing issues from new issues.
Provide written site visit reports to the team after any on site visit other than regularly scheduled meetings. For business reviews / case analysis, indicate customer feedback on the review so Juniper can continue to improve.
Run Business reports every 3 months for assigned customers and prepare a presentation for the customer / s summarizing the trends seen, both, positive or negative.
Analyse the trends for discussion with the customer and define actions to address any issues and concerns.
Develop / maintain a good technical and marketing knowledge of Juniper product lines.
Develop / maintain strong relationships with our partners and customers technical teams.
Participate in customer network planning review meetings.
Have a good understanding of the technology utilized in the assigned customer’s environment.
Periodic travel maybe necessary.
Coordinate corporate resources as they pertain to the support of your customers.
Must have strong communication, interpersonal and leadership skills and be able to demonstrate a history of high-level achievement in cross-functional organizations.
The candidate must have a proven background in managing customers and a clear ability to prioritize issues, while considering both customer and Juniper requirements.
Requires a strong IP background and experience in Customer Support environments in order to discuss and drive technical issues for the customer in an appropriate manner.
Knowledge in one or more of the technical areas below is required.
Core and edge routing & switching technologies Internet firewalls Network management
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