1+ months

Japan TAC Manager

Cisco Systems Inc.
Dalian, Liaoning
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What You'll Do

This is a Manager level position in the Cisco Technical Service, Technical Assistance Centre (TAC) organization with around 20 staffs. This position, TAC manager is responsible for the day-to-day operation for Technical Support not only on devices, network levels but also transforming TAC to be able to support software and solutions. Your success will be measured by the great customer experience, operational excellency (by KPI and improvement), supporting Dalian site and the theater business growth (support model, capabilities, etc) and talent & team development.


TAC Manager requires closely working and communicating with cross functional teams including BU, the Theater field teams, APJ&GC Technical Service teams and Cisco Global TAC teams to provide support and strive to provide proactive support to ensure best customer experience and mitigate business and cost impact.


Specifically, in this role you will be:

* Participate in developing strategic plan to support business growth, improve customer and employee satisfactions and ensure the operational excellence and talent development

* In collaboration with the Technical Service management team, establish the performance goals and resources plan to manage TAC budget

* Implements, coordinate and participate in Theatre/Dalian site programs to ensure attainment of business plan for strategic goals

* Manages organization operations by directing and coordinating activities consistent with established goals, objectives, budget and policies

* Ensure on-going performance improvement by designing and deploying systematic processes designed to improve performance aligned with department objectives

* Attend the quarterly employee review process, succession planning for key roles and ongoing employee development strategies

* Provide customer / partner engagement for critical customer issues as required

* Collaborate with Strategic Partner and Customer to develop total customer support structure


Who You'll Work With

Technical Services is team of world-class technical experts whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through outstanding financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores.


The TAC(Technical Assistance Center) team support provides technical support to APJ & GC customers for Cisco Products like Catalyst series switches ,Nexus switches, Cisco Routers, Security products, UCS server products, Collaboration products, Wireless products, solution based architectures and other technologies that are the Cisco Core technologies.


Who You Are

Minimum Qualifications

* Understanding of and experience in leading a team in applying all elements of Technical Support

* Excellent working relationships with other customer-facing and delivery organizations within Cisco and with appropriate business units

* Provides management guidance to peers and all levels of exempt and non-exempt employees on accomplishing goals

* Works autonomously. Accountable for formulating and delivering complex presentations throughout Cisco and to third parties.

* Outstanding ability to work cross-functionally and with customers building business partnerships and focusing on the development of the Theatre program

* Able to drive for results

* Role model for Cisco's culture and values

* Individual should be results-oriented, show strong initiative, be customer-focused, recognize effort and contributions, create a team environment, effect change, influence within and outside the organization, be team oriented and promote and effectively prepare for fast growth

* Excellent written and verbal communication, listening, negotiation and presentation skills in English and Japanese.


Why Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns.


We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.


Posted: 2019-08-28 Expires: 2019-10-28

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Japan TAC Manager

Cisco Systems Inc.
Dalian, Liaoning
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