Services Management Specialist Staff

A Service Manager is the primary customer interface for all post-sales technical issues for selected Enterprise and Service Provider customers. 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.

Service Managers organize 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

• Customer Meetings (30%)
  • 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
  • Hold consistent regularly scheduled customer meetings, no longer than every two weeks, preferably weekly.
  • Participate in customer network planning review meetings.
• Customer Escalations (20%)
  • Participation in an on-duty rotation to assist in troubleshooting, service restoration and incident management during outside of business hours and at weekends.
• Reporting (35%)
  • 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.
  • Provide quarterly review meetings.
  • Drive technical discussions with Juniper Hardware and Software product teams to review feature requirements specific to Charter's network design and architecture.
    • Perform bug scrubs to review critical bugs to avoid critical outage/impact to the customer network. The bug scrub process requires technical proficiency and in-depth knowledge of both Charter Communications Network and Juniper products.
    • Provide over-sight to Platform Delivery Testing Team specific to Charter's use case. This profile requires building a pipeline of new features and functions enhancements in Software that meets Charter's requirements.
  • Document and deliver a formal Root Cause Analysis (RCA) document to Charter Communications Operations Engineering Team (60%); and
    • RCA is a highly technical document that requires the Specialist Staff to be skilled with the necessary knowledge around Charter Communications Network and Juniper products.
    • Conduct design reviews, standard configuration document analysis, software bug scrubs, and configurational change documents. This profile is deeply involved in driving technical escalations within Juniper Technical Assistance Center (JTAC) support organization and Hardware/Software Escalation teams to provide technical updates to both Internal (within Juniper) and External (Charter Communications) Operations Engineering Teams.
• Relationship Management (15%)
  • Form strong relationships internally and externally.
  • 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

• 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.
• Management experience is a benefit.

Minimum Salary: $108,900.00

Maximum Salary:$166,980.00

The pay range for this position is expected to be between $108,900.00 and $166,980.00/year; however, the base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, vacation, sick time, and parental leave. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Juniper's pay range data is provided in accordance with local state pay transparency regulations. Juniper may post different minimum wage ranges for permanent residency petitions pursuant to US Department of Labor requirements.