- Entry level
- No Education
- Salary to negotiate
What You'll Do
This is a technical leader level position within Customer Experience ASEAN. The CX (Customer Experience) Thailand team requires a highly experienced technical leader to join the Thailand CX team with a primarily focus on Service Provider. The candidate will need strong technical expertise, leadership to drive excellence in our Service Providers to ensure Customer and Cisco success.
The team provides strong leadership in Day 1 and Day 2 technical issues along aside a team of highly technical engineers, who possess deep product & technology leadership.
Value will be demonstrated by providing support for escalated issues, critical account management and managing defect resolution. The candidate will be responsible for proactively engaging with development engineering teams for defect resolution, new products, technology support.
The position requires an experienced individual with excellent professional judgment, very strong communication, influencing skills and business acumen. Specifically, in this role, you will:
• Identify the product quality concerns and work closely with BU to get improvement by directly working with the BU/PSG
• Identify the product serviceability concerns and work with the BU/PSG to get improvement and create a clear working model
Technology Team Engagement
• Technical Advisor to Technology team, SR management, Mentoring/Coaching, Engage in Complex Customer issues/SR.
Identify the training requirements for engineers in the customer, partner and internally then work with the appropriate groups to execute on the training.
Maintain up to date knowledge and relevant Pre-chasm/Post-chasm technology primarily in SP vertical
Who You Are
SKILLS AND EXPERIENCE
Experience in the administration, troubleshooting, design and/or optimisation of large scale SP networks with both local area and wide area elements.
Ability to work successfully as a team member and/or lead team efforts in a cross-functional matrix environment.
Demonstrate that you can develop and present highly technical material in a clear and concise format, both verbally and in writing.
Self-motivated, with the ability to work independently in an evolving environment.
Ability to provide a strong influence in a workshop or open forum environment.
Demonstrate high technical & some business skills, i.e. the ability to build relationships with Cisco customers, and work effectively in a customer-facing environment.
CCIE Certified or equivalent
Be prepared to work outside of normal working hours from time to time or be available, have the ability to work with peer groups within the company, with full endorsement of the Cisco values.
Have the awareness of the commercial and contractual issues surrounding Customer Experience (CX).
Ability to quickly learn a technical matter and provide guidance
Be fluent in Thai and English.
Have the ability to work efficiently under pressure at times.
Be adaptable and flexible to constant changes in redefining and developing solutions.
Possess excellent written and oral communication skills.
7+ years’ experience in data or telecommunication industry, highly desirable is support experience. Be MSc, BA/BSc or equivalent.
Experience working as a customer will be considered advantageous.
Recognized as a current/potential leader at Cisco.
Ability to recognize financial impacts of technical decisions on various organizations.
Typically requires BSCS or BSEE or equivalent plus 10+ years-related experience, or MBA/MSCS/MSEE plus 8+ years of related experience.
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