Juniper Networks Service Manager
Home office in Romania, ideally around Bucharest
As Service Manager you act as the primary customer interface for all post-sales technical issues for selected Enterprise and Service Provider customers. You will be part of the wider Juniper Networks Advanced Services team.
Service Managers are the single point of contact and customer advocate for the account, working closely with the Juniper Networks delivery teams, such as TAC, contracts and logistics, as well as the sales and engineering teams on prioritizing and managing all customer issues and escalations.
You organise and coordinate (bi-)weekly meetings and periodic on-site technical reviews to present overall JTAC case analysis and work to avoid potential network outages by proactively determining if issues seen with other customer networks pose a risk to their customer environment. Service Managers also communicate issues internally to product marketing and upper management to keep key players current on major account activity.
Key role responsibilities for Service Managers
- Serve as the central point of coordination between the customer, account team, Juniper Technical Assistance Centre (JTAC), Engineering, Product Line Management (PLM) and Customer Services and Sales management
- Participation in an on-duty rotation to assist in troubleshooting, service restoration and incident management during outside of business hours and at weekends.
- Hold consistent regularly scheduled customer meetings, no longer than every two weeks, preferably weekly.
- Provide concise informative reports summarizing the key developments with your accounts. Include details such as Problem Report (PR) numbers so that engineering and other internal people can review. Also show continuity from week to week on outstanding issues and summarize any meetings. Delineate the ongoing issues from new issues.
- Form strong relationships internally and externally
- Participate in customer network planning review meetings.
- Have a good understanding of the technology utilized in the assigned customer’s environment, generally develop a good technical and marketing knowledge of Juniper product lines
- Become intimately familiar with the accounts technical goals and initiatives and provide key insight about those within Juniper.
- Coordinate corporate resources as they pertain to the support of your customers.
- Support customers with the implementation and operation of Juniper Support Automation
Requirements
- 7+ years relevant work experience in leading large technical account activity for an Telco Service Provider or large Enterprise
- Bachelor’s degree or equivalent experience.
- Requires a strong IP background and experience in Customer Support environments in order to discuss and drive technical issues for the customer in an appropriate manner.
- Technical Understanding in either Core and edge routing / Switching technologies / Internet firewalls & Security / Network management are required
- The candidate must have a background in leading customers and a clear ability to prioritize issues, while considering both customer and Juniper requirements.
- Must have good communication, interpersonal and leadership skills and be able to demonstrate a history of high-level achievement in cross-functional organizations.
Beneficial Skills
- Management experience is a benefit.
- ITIL Certification
- Prince2 or PMP Certification
- SAP CRM and Business Objects experience of advantage.
- Ability to work during off-hours and weekends, providing On-Call duties.
Other Information
- Relocation is not available for this position
- Right-to-Work in Romania is mandatory – no immigration possible
- Travel requirements for the position is up to 20%
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...
