Flexible work: mix on site- 2 days/ remote- 3 days
Looking for an exciting opportunity within a growing high-tech company, in an international environment?
For over 20 years, Ekinops has been driving innovation in network systems. We provide open, trusted and innovative network connectivity and enable our customers’ success by delivering high value-added software-driven solutions. Today, over 120 international service providers, including numerous Tier 1 carriers around the world, trust our people and technologies. Over 50% of our 500-strong team works in our multi-national Agile R&D centers. Our company has a strong international background, with sales offices strategically located around the world Ekinops has a culture of empowerment, trust and openness with our employees.
Duties and Responsibilities
As part of the CSO (Customer Support Organization) Access Team of 26 people spread across France, Belgium, Germany, Spain, Australia and the US, you will be reporting to the CSO Access Director and will manage CSO France activities. The French team is currently made of 10+ people spread over 2 sites Massy-Palaiseau and Sophia-Antipolis.
You will play a key role in organizing activities, keeping the team at top level in terms of technical support, ensuring SLAs are under control, providing high quality standard for training provided by CSO to customers and maintain the very positive mentality in CSO group.
Not only will you have to interact with passionate people but you will also be exposed to cutting edge technologies. Innovation being part of the group DNA, exciting features and products are regularly launched thus providing a very fulfilling environment for people eager to continuously learn. Technologies covered are routing, switching, voice, virtualization, SDWAN, PAAS and Edge computing.
Furthermore, you will be the direct point of contact for customer questions and issues reported for our devices and solutions and will assist them towards a full solution.
You will have the following responsibilities:
- Lead a competent and efficient staff by selecting, motivating, training, developing and coaching assigned personnel in accordance with HR systems and programs
- Organize and co-ordinate the internal and customer technical training to allow our customers (or their partners) to give a 1st and 2nd level of support of their own customers
- Organize and co-ordinate the third level support Ekinops products to customers in order to give high quality manufacturer support. Develop new tools in order to enhance the efficiency and speed of the support.
- Participate to weekly customer support activity review with Pre-Sales, Product Management resources.
- Manage incidents and drive corrective actions
- Ensure effective respect of Service Level Agreements (SLA) with Customers
- Promote the sale of SLA, customer Trainings, customer support activity, to the internal sales team
- Investigate and answers directly customer incidents or redirect the issue to R&D
- Manage customer escalations keeping in the loop his management and request support from Management and R&D when needed
- Organize demo activity on request of sales/presales department and provide tools to territories to insure them on site
- Drive quality and consistency
- Adopt an open and fair management style in combination with an intense two-way communication with all employees in order to obtain a motivated and well-informed workforce
- Maintain good relations with the Manufacturing and the R&D departments in order to provide correct and complete information on features and product availability and assist in production forecast meetings
- Maintain the support activity dashboard
Profile and skills
- Engineering degree in Telecommunications or Electronics
- General & background knowledge of technologies used in telecoms Industry, product lines and market evolution/position
- Extensive experience of managing operational customer service teams
- Proven operational experience with public clouds (Azure, AWS, GCP) ideally with a focus on Azure and PAAS environment
- Strong strategic and customer focus with a clear understanding of Ekinops markets.
- A least 10 years’ experience in a technical support organization and/or a commercial support organization, preference for an international Telecom manufacturer
- 5 years’ experience in a managerial position
- Ability to write documents and procedures
- English and French fluent
Technical skills
- A very solid knowledge of network environments based on routing, switching and voice
- Deep understanding of enterprise-architecture concepts and knowledge of SD-WAN, branch networking, and VPN solutions
- Knowledge of virtualization and hypervisor technologies (VMware ESXi, KVM/Openstack) would be highly valued
Nice to have
- Good knowledge of testing procedures and test equipment
- Broad view on the telecom access market
- In-depth knowledge of broadband access techniques and equipment
- Experience in firmware and hardware debugging and troubleshooting
- Extended view about logical network implementations over physical/virtual connection
Package
- Depending on experience
- Profit sharing program
- Possibility to work remotely
- Meal subsidy
To apply
Ekinops endeavours to be an employer of choice. Our teams are dedicated, imaginative and astute. We strive to work together around our core values, which includes dynamism, empowerment and customer focus.
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