Vice President – Global Technical Support

Location: US, preferably Westford, MA or Sunnyvale site locations

The Vice President of Global Customer Support is responsible for strategic leadership and management of Juniper's technical support and customer service delivery to Juniper customers globally. The Global support team of over 1000 highly competent specialists located across 15 counties provides post-sales technical support, customer care, logistics support, and repair operation. The role involves delivering a remarkable customer experience through our offerings to customers, partners, and Juniper internal stakeholders ensuring the proper operations of Juniper products in all environments. Fostering an environment of cross-functional collaboration with engineering, customer success, and theatre services delivery teams worldwide to facilitate timely resolution of all reported issues is a key element of success. All of this while maintaining the highest level of customer satisfaction and efficient operations delivered against defined metrics.

Responsibilities:

• Lead the development and execution of strategy for Global Customer Support, anticipating megatrends, navigating market dynamics, and ensuring integration with Global Services and corporate strategy.
• Drive the technical support and customer services team to deliver best in class customer experience
• Strive to meet and exceed all operational metrics associated with productivity, resolution, and customer satisfaction and build a culture of continuous improvement.
• Provide oversight to ensure effective cost controls and resource allocation decisions to meet the financial objectives of the business.
• Manage customer escalations to ensure Juniper brand protection and implement incident-specific support plans associated with customer escalations
• Foster teamwork and collaboration with account teams, services, and escalation engineering teams to ensure proper alignment and comprehensive customer support experience
• Provides vision, direction, and mentorship to senior managers in the organization
• Hiring and management of the team aligned with the location strategy of the business.
• Identify the capabilities needed to meet the current and emerging business needs such as product support plans and skills development/transformation
• Provide strategic guidance into the service delivery process to facilitate continuous improvement
• Work with sales to ensure appropriate service sales plans and pricing across the region
• Seasoned ability to interface with all levels of management both internally and externally
• Regular customer visits to help position services within an account

Job Specifications:

Build relationships with senior executives both internally and externally to facilitate team goals and success and demonstrate an executive-level ability to influence cross-functional internal alignment to facilitate organizational goals.

Talent growth:

• Overall responsibility for building the capabilities for technical and management roles in global support
• Fosters a culture of collaboration and teamwork, grows and develops people, and values diversity and inclusion.
• Challenge and drive the team to operational excellence while facilitating personal growth within the organization
• Develop the capability of senior-level direct reports
• Attract, develop, and retain high-performing teams in all areas globally
• Demonstrate an ability to build and develop teams across a wide geography and a culturally diverse organization

Thought Leadership and Innovation

• Sees ahead to future possibilities and translates them into breakthrough strategies. Effectively integrates long-term opportunities and challenges with day-to-day activities.
• Develop internal and external strategic relationships within the ecosystem to find opportunities to advance the innovation agenda through partnerships and collaboration, as well as to stay abreast of innovation and opportunity
• Requires a passion for and mastery of customer service
• Is viewed as a key leader globally and functions as such

Job Complexity

• Exercising good judgment in methods, techniques, and evaluation criteria for obtaining results in critical customer situations
• Delegate, manage and coach the management team to provide the same good judgment while managing similar customer crises
• Leverage out-of-the-box thinking as required, to obtain the best possible results during critical situation management
• Maintaining high performance while applying a change mindset to the planning, execution, and monitoring of business activities during times of change.

Preferred Qualifications:

• Postgraduate (Master’s Degree) / Bachelor’s degree required
• 15+ years managing TAC operations and large global teams
• Strong knowledge of network operations and communications technologies
• Strong knowledge of the communications industry
• Excellent presentation skills
• Excellent communication and interpersonal skills
• 25% travel required

Juniper - is a great place to work

“At Juniper, we believe the network is the single greatest vehicle for knowledge, understanding, and human advancement that the world has ever known.

To achieve real outcomes, we know that experience is the most important requirement for network teams and the people they serve. Delivering a network that puts experience first pivots on the creativity and commitment of our people. It requires a consistent and committed practice—something that we call the Juniper Way.”

Our people personify the Juniper Way through these values:

Be Bold
We pursue simplicity. We challenge the status quo, including challenging ourselves. We embrace diverse ideas and the change they bring. That’s what being bold is all about.

Build Trust
Our success is determined by our customer’s success. We say what we mean and take the initiative, so you can count on us to get things done.

Deliver Excellence
We’re obsessed with exceptional quality. Even when we’ve achieved it, we’re always looking for ways to improve. And when we haven’t, we act fast to fix the problem.

Juniper is ranked top company by LinkedIn, the world most admired company by Fortune and a great place to work (certified).