Manager, Global Technical Support

Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual’s passions, growth, wellbeing and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.

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Your Role

• As Manager of Global Technical Support (GTS), you will be responsible leading a team of engineers providing technical support to our global customer installed base for Ciena products.
• You will remove roadblocks and find innovative ways to deliver concrete solutions to deliver the next generation of technical support to Ciena customers. You are expected to develop and maintain an inclusive culture to lead, inspire and motivate a team with diverse technical skills and talents to enable learning for performance and growth.
• You will work with other internal teams to drive business growth.

Responsibilities

• Manage, lead, and mentor team of engineers to deliver best in class technical support to Ciena customers.
• Provide flexible approach to meet customer deliverables.
• Own CSAT and team ESAT
• Inspire and motivate engineers to develop their technical expertise across our products, develop customer management skills and help engineers progress towards their career objectives and aspirations
• Ensure engineers are technically skilled to manage
  • Customer cases
  • Customer escalations
  • Customer communications

• Work cross functionally with Sales/Services/Project/Product experts ensuring timely delivery of solutions to our customers
• Drive customer satisfaction with regular interactions, timely responses and resolving customer network challenges.
• Establish and maintain a good working relationship between different internal Ciena teams and customers
• Conduct regular case reviews to manage customer tickets.
• Develop in-depth knowledge of existing Customer networks, ongoing deployments and overall solutions deployed using Ciena equipment
• Identify Advanced Services ‘up sell” opportunities for customer networks
• Ensure timely completion and approval of time sheets including PTOs using Ciena tool as per local laws and HR guidelines.
• Manage front line escalation of customer technical issues and enable 7x24x365 coverage by coordinating on call support coverage as required.
• Provide technical support related input for business operational reviews
• Drive product improvement initiatives into R&D, PLM, Quality, etc.
• Represent GTS effectively & professionally to both internal and external customers
• Facilitate collaborative relationships between customers and Ciena teams ensure high level of CSAT
• Promote a healthy and collaborative working relationship between stake holders including but not limited to the following
  • Direct customers
  • Channel partners
  • Ciena Services and Sales Organization
  • Ciena Technical Support teams and Customer Technical Advocate
  • Ciena R&D, PLM, Quality and Project Delivery team

Candidate Profile

• Highly energetic, dynamic and experienced manager in Technical Support Services, with a passion for delivering solutions that will differentiate Ciena from the competition.
• Must be able to demonstrate capability to build lasting customer relationships and inspire a team to perform at their best.

Minimum Requirement

• Bachelor’s degree in Electronics and Communications Engineering or equivalent related fields like computing and IT.
• Previous experience as a people manager or team leader of a technical support team is a must
• Fluent in English language. Ability to speak Mandarin, Cantonese or Japanese will be an advantage.
• 8-10 years related experience in customer service and support role with direct customer interaction experience
• Proven experience developing, inspiring and motivating a team of diverse skills and talents to enable learning for growth and performance
• Embraces Customer First mentality
• Good understanding of telecommunication infrastructure is a must (i.e. DWDM transport system)
• Technical knowledge in the field of telecommunications (optical systems, L2/L2 switches and routers) is a must

Preferred Qualifications

• First-hand experience as technical support engineer in the field of telecommunications
• Good understanding of Ciena specific products and services
• Experience handling Ciena products
• Proven team leadership and / or crisis management skills in the field of technical support

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