Customer Service Director
Juniper Networks - Sunnyvale, CA

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Responsibilities

Customer Service Director

ABOUT JUNIPER NETWORKS

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.

WHERE WILL YOU DO YOUR BEST WORK?

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 PURPOSE AND RESPONSIBILITIES

The Director of Customer Focused Technical Support (CFTS) must have strong collaboration and interpersonal skills and will be required to engage and influence various internal and external stakeholders including Customers, Sales and Systems Engineers, Business Partners, Customer Service and CS Operations, Professional Services, Engineering, Manufacturing and Sales Support to be effective in this role.

This individual must be able to command authority in order to set action plans that meet customer requirements, in a highly matrixed and complex environment. The Director of CFTS will fully participate in direction setting and achievement of results for the Theatre Support organization as an active member of the Theatre Support Management team.

Key Responsibilities:
  • Run daily operations of the CFTS team for the most important Juniper customers
  • Develop and drive strategy for the CFTS organization and offering
  • Ensure implementation of best-practices across all customers
  • Define reporting standards and performance management standards across the organization
  • Conduct regular customer site visits
  • Manage workforce planning strategy and plan
  • Measure and maintain customer satisfaction
  • Communicate effectively with all levels within Juniper and our customers
  • Work closely with CS Worldwide to develop effective strategic customer support plans that are consistent and supportive of the Company's goals and objectives
  • Achieving win-win situations where customer demands and Juniper’s needs may be at variance.
  • Influencing various functions and harnessing resources to the benefit of the customer in a highly complex environment.
  • Gaining or restoring customer confidence in Juniper up to the executive level in most difficult and highly emotive situations often arising from product failures that cannot easily or immediately be addressed.
  • PRE-REQUISITE
  • Bachelor’s degree or equivalent.
  • Minimum of 10 years of experience in technical support management capacity
  • Strong operations background in a support environment.
  • In-depth Knowledge of Networking Products and Solutions
  • Extensive experience with supporting Service Provider and Enterprise customers
  • Ability to work effectively in a cross functional and Matrix structure
  • Excellent written and communication skills
  • Excellent Project Management Skills

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. www.dhs.gov/E-Verify

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

Juniper Networks - 21 months ago - save job - copy to clipboard
About this company
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Juniper Networks has blossomed in a landscape dominated by  Cisco. The company designs and sells network infrastructure equipment used to...