Customer Service Director
Juniper Networks - Sunnyvale, CA

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Juniper Networks is in the business of network innovation. From devices to data centers, from consumers to cloud providers, Juniper Networks delivers the software, silicon and systems that transform the experience and economics of networking. Our products and technology run the world’s largest and most demanding networks today, enabling service providers, enterprises, and governments to create value and accelerate business success. Everyday our 9,000+ colleagues come together across 46 countries to realize our company vision – Connect Everything, Empower Everyone. We are innovating in ways that empower our customers, our partners and ultimately, everyone, in a connected world. These customers include the top 130 global service providers, 96 of the Fortune 100 and hundreds of public sector organizations.


Wherever you are in the world, whether it’s downtown Sunnyvale or London, Westford or Bangalore, Juniper is a place that was founded on disruptive thinking – where colleague innovation is not only valued, but expected. We believe that the great task of delivering a new network for the next decade is delivered through the creativity and commitment of our people. The Juniper Way is the commitment to all our colleagues that the culture and company inspire their best work—their life’s work. At Juniper we believe this is more than a job - it’s an opportunity to help change the world...

Job Description/Purpose:

Job Overview

The Customer Focused Technical Support (CFTS) organization delivers premium, high-touch support service to Juniper customers worldwide. The team is composed of senior engineers who are focused on specific customers and develop in-depth expertise in their networks. Reporting to the regional head of the Customer Focused Technical Support, the CFTS Direcotor will be responsible for managing a team of mangers, engineers, senior engineers and technical leads within the Americas CFTS organization. This leader will need to build strong working relationships with the Technical Support teams in Americas and worldwide, as well as with Service Delivery teams, other key stakeholders within Juniper Services organization and beyond, customers and partners.

  • Manage a local and remote team of managers engineers, senior engineers and technical leads.
  • Contribute to development and directly implement the global CFTS strategy, while taking into account the region-specific business requirements.
  • Design the assignments of the engineers to facilitate the development of technical talent through a structured career planning that is aligned with the current and future business needs.
  • Develop people and take action to keep the employees engaged, motivated and highly productive. Recruitment, retention and development of top talent is a key requirement.
  • Proactively recognize and resolve conflicts and people issues as they arise.
  • Actively provide necessary on-the-job coaching and mentoring to technical leads and other CFTS engineers to prepare the team to meet and exceed the evolving customer expectations.
  • Develop strong bench within the team, nurturing and growing next generation of leaders.
  • Define strategies to optimize the utilization of the resources available while delivering high quality service.
  • Structure and organize the team to meet or exceed the objectives for customer satisfaction and customer loyalty.
  • Develop strong partnerships with peers in Technical Support, Advanced Services and Account Teams.
  • Work issues with customers and Juniper peers, to deliver a remarkable customer experience.
  • Work closely with Product Escalation and Sustaining Engineering teams to coordinate high-profile escalations, and provide necessary assistance to account teams, Advanced Services teams.
  • Encourage teamwork and sharing of best practices and technical knowledge within the CFTS organization and across the whole Technical Support organization, lead by example in knowledge sharing
  • Manage workload within the team, and drive continuous improvement in case handling, in line with the company’s TL9000 requirements.
  • Interact and ccollaborate with Managers, Directors, and VPs within the Customer Support and Services (CSS) organization and other parts of the company.
  • Partner with other managers to highlight and work on addressing issues that affect the CFTS organization globally.
  • Contribute in CS or cross-functional project teams to drive improvements of service delivery processes and/or products.
  • Develop deep understanding of the team KPIs and factors that impact them; analyze reports, develop and implement necessary improvements, measure the outcomes, iterate for syuccess

Person Specification
  • Proven leadership capabilities in customer facing role. Preferably in IT, Networking and Telecommunications industries.
  • Ability to deliver results in a matrix organization.
  • Open-minded, analytical, and critical thinker.
  • Ability to lead and manage change, and drive process improvements.
  • Capable of thinking strategically at the operational level.
  • Good presentation skills.
  • Good communication skills – written and verbal.
  • Strong ability to build cross-functional relationships and to manage stakeholders.
  • Good negotiation and influencing skills.
  • Strong ability to manage conflicting priorities and to multi-task.
  • Mindful of regional and global, strategic goals, while designing local improvements.
  • Team player, customer-focused and results oriented.
  • BS/BA degree or equivalent plus 15+ years of related experience, with 10+ years of people management experience.

We offer very market competitive benefits i.e. Base, Bonus, Equity, 401k, ESPP, Medical, Dental, Vision, Life, FSA, PTO, 12 Paid Holidays, EAP, Credit Union, Child/Elderly Care, Tuition Reimbursement, and Green commute incentives.

Juniper Networks is an Equal Opportunity/Affirmative Action Employer.

Juniper Networks is enrolled in E-Verify® and will be participating in E-Verify in addition to our Form I-9 process.

Juniper Networks is enrolled in E-Verify® and will be participating in E-Verify in addition to our Form I-9 process.

Juniper Networks - 17 months ago - save job - copy to clipboard
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Juniper Networks has blossomed in a landscape dominated by  Cisco. The company designs and sells network infrastructure equipment used to...