22 days old

Technical Consulting Engineer

Cisco Systems Inc.
Republic, OH 44867
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What You'll Do

CX Technical Consulting Engineer is a critical customer-facing role and leading customers business outcomes across and maximizing customer loyalty, satisfaction through Cisco services technical deliverys value proposition.

We are seeking a Technical Consulting Engineer to work with designated high-demand customers, such as Enterprise & Service Provider Networks, ensuring they receive premium-level technical support services.

As the liaison between the customer and Cisco support organization, you will track everyone and everything that touches the Cisco technical services, driving improvements and ensuring excellence at every phase of assigned technology lifecycle management.

With significant exposure both internally and externally, you will have the opportunity to make a difference in customer experience. As technical representation for Cisco Customer Experience (CX) Services in front of our clients, the candidate will be expected to have solid technical acumen in Service Providers Optical technology.

Role & Responsibilities

  • The Technical Consulting Engineer delivers the technologies; solutions and services customers need to authoritatively handle their networks.
  • In this role, you will be "Ciscos face to the customer," working in a fast-paced, high-impact environment as a transparent contributor delivering on our commitments.
  • You need to be a creative problem solver, comfortable with challenging the status quo and rapidly responding to sophisticated issues.
  • Builds strong team relationships with other Customer Support Engineers. Enjoys sharing knowledge.
  • Interacts with Cisco customers and builds effective working relationships while solving their issues.
  • Handles customer expectations and always aims to leave the customers feeling valued and overall positive about Cisco. 
  • Assist the Teams, Technical Assistance Centre (TAC) and HTOM, on any specific matters which may arise in the delivery of the High Touch Support Services on their customer accounts.
  • Provide problem root-cause analysis at the network infrastructure and application level and produce detailed technical reports that include root cause, next steps, and recommendations for corrective and preventive actions.
  • Review and analyze trends and work with High Touch Operations Manager (HTOM) in providing quarterly reports detailing corrective action plans, and other actions planned for the next quarter.
  • Shorten the time to resolution during sophisticated situations by using knowledge of the customer network and their operations.

Who You'll Work With

CX is a team of extraordinary technical guides whose #1 focus is to deliver premier customer experience. We help tackle the toughest business challenges with network-centric solutions that accelerate customer and partner success and dedication. Our success is validated through outstanding financial results, growing customer happiness metrics, industry recognition, and employee happiness scores.

Global CX Expert care Team services are priority specialist advisors to expedite issue resolution and enhance operational efficiency. Focusing on strategic accounts and enterprise businesses with most important network operations, the team deliver the premium operational and technical expertise needed to preserve crucial applications and meet changing business demands.

Who You Are

  • Typically requires BS in a technical field or equivalent plus +10 years Network related experience.
  • Expert level (e.g. CCIE) or equivalent relevant certification desired & preferred.
  • Excellent written and verbal communication, interpersonal and presentation skills.
  • Ability to function effectively inambiguous circumstances. Shares information and communicates clearly with worldwide team members to improve team effectiveness.
  • Preferred knowledge on Cisco products & solutions (configuration and troubleshooting).
  • Possess good knowledge of Cisco Software Lifecycle Management.
  • Knowledge on Enterprise and Wireless etc. is strongly preferred.
  • Additionally, Cisco Collaboration and TAC escalation knowledge will be a plus factor: Collaborating with sales teams, TAC, and other related organizations on major software and hardware-related issues arising from Cisco products enables rapid problem resolution by leading the process from a technical perspective. It also carries out various initiatives in improving the quality of Cisco's technical support services.
Posted: 2021-05-24 Expires: 2021-06-24
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Technical Consulting Engineer

Cisco Systems Inc.
Republic, OH 44867
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