Sunnyvale Categories:
Support NPI Manager - Customer Support Ruckus Wireless
THIS JOB HAS EXPIRED
Ruckus Wireless is an innovator in the field of Wi-Fi technology and has pioneered the use of Wi-Fi as a reliable delivery mechanism for multi-media traffic including streaming standard & high definition multicast video as well as voice and data.The New Product Introduction (NPI) Manager in the Customer Support Operations will be responsible for ensuring that Customer Support is well represented in the product development lifecycle including providing design for service input, and to ensure the Field Support operation is ready to support the new products including providing a well thought out Support plan for the new products. The immediate focus will be to develop and implement Support plans for products targeting large and Carrier customers. The duties will include but not be limited to:
Service Design input to Product Development
Owns the Support plans for new products and ensures they meet the Support requirements of large and carrier customers
Make ?known? bug database available to Customer Support
Represent Customer Support in the new products? GA release process
Negotiate with Engineering/Operations to ensure that Field Support has new products for troubleshooting purpose prior to product release
Facilitate the transfer of new product support knowledge to Field Support and channels
Ensure service manual is available and updated with new product support info
Ensure Support Portal has relevant support info for new products
Ensure the new products are covered by the Support Offering
Other tasks as requested by the Director of Customer Support Operations
Some travels will be required
APPLICANT QUALIFICATIONS INCLUDE:
Minimum 10 years of great track record of technical support experience for large and carrier customers in high tech industry
Passionate about technology and customer success
Strong analytical, negotiation, and people skills and is detail oriented
Passionate about performing hands-on lab work
Self studied/learnt individual with passion to research and learn new knowledge
Strong technical background that can command instantaneous credibility with Customers and with Engineering
Works well and effectively with cross-functional teams and has strong ability to influence for results
Familiar with Wi-Fi, IP, LAN/WAN, and other telecommunication related networking technologies
Responsive
Writes concise and effective documentations
Proficient in speaking and writing in English
Extensive experience in providing technical training to customers
| Location: | 880 West Maude Avenue Suite 101 Sunnyvale, CA 94085 United States |
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THIS JOB HAS EXPIRED
Ruckus Wireless
Investors: Investor Growth Capital, Sequoia Capital, Sutter Hill VenturesAll Jobs: at Ruckus Wireless
| Web Site: | www.ruckuswireless.com |
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| Headquarters: | 880 West Maude Avenue Suite 101 Sunnyvale, CA 94085 United States |
| Industry: | Networking and Equipment |
