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Services Mgmt Specialist Staff
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Job Description/Purpose

The Service Manager (SM) is a designated advocate within Juniper for account support coordination.  The focus is on post-Sales but may include elements of pre-Sales support.  The SM:

Works closely with the customer and multiple organizations within Juniper to ensure effective implementation of Juniper Customer Support. 
Functions as a trusted advisor to the customer and advocate to ensure customer’s support strategies and concerns are addressed. 
Is closely involved in critical customer issues and works closely with other Juniper organizations in prioritizing and managing customer escalations. 
Leads regularly scheduled meetings to discuss the status of all current open cases and updates on customer network plans. 
Holds quarterly meetings with the customer and Juniper Account Team members to review overall performance and progress. 
Has a solid technical understanding of how Juniper products are utilized by the customer, and uses this to effectively communicate with the customer and drive issues within Juniper.
Working closely with the Juniper Customer Account team, the SM is the Service Leader for the assigned account(s) ensuring delivery of defined service requirements.

                                                                                                                   

Job Requirements

Position is based out of Toronto, Ontario with an option for Calgary, Alberta 
7-10 years of experience in supporting large, complex, IP-based Service Provider networks.
Solid technical understanding of IP Routing, Switching, and Security in an SP environment.
Must have a passion for the Internet and the new emerging technologies related to it.
Must have strong communication, interpersonal and leadership skills and have demonstrated a history of high-level achievement in cross-functional organizations. 
Past experience with Executive level communication/presentation required. Must be able to adjust communication according.
Ability to work independently and manage multiple priorities.
Demonstrated experience as collaborative team-player.
Must be proficient with Microsoft Office and have strong data analysis and presentation skills. 
 

Key Responsibilities

Including, but not limited to:

Manage customer relationships and communications up to and including executive level.
Act as a trusted advisor to customer regarding  service strategies and procedures.
Act as advocate within Juniper for customer regarding their service requirements .
Develop/maintain a customer specific Service/Support plan.
Monitor, manage and audit case progress.
Prepare and deliver weekly/bi-weekly case reviews to provide current case and RMA status.
Conduct Periodic Operations Reviews in conjunction with the account team to review Juniper product and support performance.
Prepare and deliver Postmortem/Root Cause Analysis on both technical and process issues.
Perform trend analysis on both customer raised and internally identified issues, drive other organizations to develop a problem resolution.
Provide high level software upgrade guidance by providing SW field experience and release schedule.
Manage non-technical escalations.
Conduct Juniper Customer Support process training/review sessions.
Document and maintain customer information and educate other Juniper internal resources on the supported customer(s).
Coordinate support efforts among multiple organizations.
 
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…

 

Manager:  Paul Budd 
Email:  pbudd@juniper.net 
Phone:  +1 4162786341	
Recruiter:  Julie Foreman 
Email:  jforeman@juniper.net 
Phone:  +1 9528311202

Job Information
930831
Job ID
Services Mgmt Specialist Staff
Job Title
Canada
Location
Category
Services Management

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