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Networking Products Support Manager

ポジション名: Networking Products Support Manager
雇用形態: 正社員
勤務地: Tokyo
給与: 9 - 14 Million Yen Annually
開始日: ASAP
リファレンス: 756158
担当者名: Mike Pollard
求人公開日: August 13, 2018 11:33


Are you:
1) an awesome Networking Industry Professional
2) who likes to provide superior support experiences for your customers?

Yes? Well, I would love to to talk with you about my client, a leader in their area of networking

Apply here or contact me, Mike Pollard directly at

  • Lead a team of GTS support engineers to manage Japan-specific customer requirements to start with and may add other geographies
  • Establish & monitor team performance expectations through annual HR process, providing regular feedback & coaching as necessary
  • Assist engineers to develop in their support role and progress towards future career objectives
  • Performs other people management related obligations and duties, such as disciplinary, performance management, hire and termination.
  • Ensuring team is equipped to manage workload through staffing, process efficiencies and on-call schedule as appropriate for given function
  • Manage / coordinate / define on-call rotations as required to support 7x24x365 coverage
  • Provide input as required for GTS and / or Engineering operational reviews
  • Participate as Management Escalation contact as required by organizational structure to enable 7x24x365 coverage
  • Escalation management of hot issues both from a customer management perspective, as well through providing managerial support & guidance to engineers as required
  • Coordinate with other support teams to ensure cases are progressing and all deliverables are met.
  • Establish and maintain a good working relationship with other teams and customers
  • Chair Customer Operational Review meetings as required
  • Conduct regular case reviews to manage customer tickets and work on hand.
  • Develop an intimate in-depth knowledge of the Customer networks, deployments and overall solutions employed with Layer 0-2 equipment
  • Identify Advance Service opportunities where possible
  • Manage and involve in remote technical support (via telephone or on line) for identified Layer 0-2 products 24x7 when required through team. On call duty includes evenings and weekends as needed.
  • Provide on-site support to Customers where required.        
  • Fulfill role of Resident Engineer requirement as required
  • Provide input to the PLC process as a GTS prime as required
  • Assume responsibilities of a Lead Engineer as required or situation demands.      
  • Communicate with Design and manufacturing on problems / issues found in the field. 
  • Utilize debug tools as well as lab research to aid Customer’s technical problem. Recover information necessary to escalate the incident or issue to Design, Product/Project Management, Documentation, or Training
  • Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide Customer feedback.
  • Review, validate and publish required performance /standards documents
  • Contribute to knowledgebase and run skill improvement plan for team with clear goals aligned to business.
  • Mentor, train newly hired, and advancing Technical Support Engineers.
  • Influence business community as customer advocate to drive resolution of product issues as well as to drive product improvement initiatives into Engineering, PLM, Quality, etc.
  • Facilitate collaborative relationships between immediate team and peer Global Technical Support team, as well as between immediate team and other internal teams / organizations to ensure high level of customer satisfaction
  • Represents the department effectively & professionally as required, both internally as well as to customers
  • First level manager leading team of engineers in providing 7x24x365 technical support of global customer installed base for networking products.
  • Manage / groom / mentor team of engineers to run technical support function for Japan’s & APAC customers. It includes flexible approach to meet customer deliverables. Role has amalgamation of Technical, Managerial and Customer Management skills to handle
    • Customer case management
    • Manage escalations
    • Customer communications
    • Cross functional working with Sales/Services/Project/Product experts in same or different time zone ensuring timely delivery of solution to our customer
  • Responsible and drive customer satisfaction with regular interactions, timely responses and resolving customer network challenges.
  • Maintain MIS for technical support cases product wise and severity wise for Customer and management review
  • Identify service business opportunities and help the services business to grow.


Required Skills


  • Good understanding of telecommunications systems and / or of layer 0-2 specific products
  • Proven team leadership and / or crisis management skills
  • Knowledge of computers, Microsoft software applications and data communications, UNIX/Sun and IP network experience would be a benefit
  • Must have proficiency with various software applications including Microsoft Outlook, Word, Excel and Visio
  • Proven leadership capabilities. 
  • Experience as technical lead engineer
  • Good abilities to build relationships build and proven record of excellent Customer focus
  • Team player that is ready to contribute or lead troubleshooting
  • Willing to take responsibility for complete problem resolution
  • Ability to deal with stressful situations with colleagues and customers
  • Must have the ability to communicate in English language both verbal and written
  • Excellent Customer service skills are required and can work with customer on both technical and management levels
  • Work in a collateral environment, which promotes sharing of knowledge and experiences. 
  • Excellent oral and written communication skills.
  • Must be punctual and able to accept unusual work hours when dealing with critical customer issues, typically at very short notice.
  • Proficient with various office software applications including Microsoft Outlook, Microsoft Word, and Excel
  • Clear understanding of Technical Support within the company
  • Ability to analyze, trouble-shoot and resolve complex problems
  • Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision
  • Strong knowledge and understanding of transport and switching systems for telecommunications applications/Systems


  • Bachelor’s degree in related field from a four-year college or university
  • 12 years or more related experience in a support or equivalent role with direct customer support experience
  • Combination of equivalent education & experience

Nice to Have

  • Considered subject matter expert on multiple technologies and products; preferably Layer 0-2 products.