CommScope, Inc. Manager, Technical Support in Richardson, Texas

Everyone communicates. It’s the essence of the human experience. How we communicate is evolving. Technology is reshaping the way we live, learn and thrive. The epicenter of this transformation is the network—our passion. Our experts are rethinking the purpose, role and usage of networks to help our customers increase bandwidth, expand capacity, enhance efficiency, speed deployment and simplify migration. From remote cell sites to massive sports arenas, from busy airports to state-of-the-art data centers— we provide the essential expertise and vital infrastructure your business needs to succeed. The world’s most advanced networks rely on CommScope connectivity.

Due to our continued growth and customer demand, we are currently recruiting for a qualified, interested and available Manager, Technical Support.

General Summary:

The DCCS Technical Support Manager will lead the team of engineers responsible for providing technical services, product support and assistance for DCCS’s internal and external customers for DCCS SmallCell products (OneCell, S1000, DMS) This position will work with DCCS R&D, Quality and engineering teams to improve product reliability and supportability based on field performance and learnings from the field.

Duties & Responsibilities:

  • Provide technical and people management leadership to the DCCS TS team.

  • Ensure that the team has the required skill set to meet and beat the customer expectations when calling DCCS TS for help. Work with extended teams to keep the team members updated on the new product offerings and releases.

  • Track team’s performance on customer ticket resolutions and helpline calls, and work to continuously improve the service to customers.

  • Provide technical support to internal (sales, project managers, business development and engineering) and external customers (operators, partners, and OEMs). Own end to end issue resolution with 100% quality and urgency. Work to meet or beat DCCS scorecard performance targets and customer SLAs.

  • Assist customers with installations and upgrades. Provide on-site support for highly visible projects, when needed, to troubleshoot issues which can’t be addressed remotely.

  • Work directly with Sprint to support S1000 and DMS deployments in the Sprint lab, and field.

  • Work hand in hand with BU and R&D on introductions of OneCell to operators.

  • First point of escalation for field outages. Coordinator outage recovery and RCAs. Publish updates to internal and external customers.

  • Audit the Omniracker usage by the team to track field issues, quality of the responses, and responsiveness targets.

  • Work closely with R&D and PLM prior to new products or software becoming generally available (GA) and pre-test software and products in the technical support lab – be an extension of R&D engineering and test teams. Make sure that the TS team members are ready to support the new product introduction to the field post GA.

  • Work with quality to open Z1 notifications for wide spread or frequent issues. Collaborate with quality, manufacturing, PLM and R&D in RCA analysis. Open tickets to track actions coming out of RCA analysis.

  • Be a customer advocate and work with R&D and quality to improve customer experience and ease of use for DCCS products. Provide feedback on usability and robustness improvements. Open products tickets with PLM and R&D including proposed solutions.

  • Turn every customer contact into a positive experience for the customer by meeting and beating customer’s support expectations.

  • Works with the technical writers so that customer delivered documents are of highest quality and ease to use. Be key reviewers of all customer deliverable documents from PLM, design and technical writers.

Education:

  • Bachelor’s degree in a technical field required with minimum 5 years of direct experience.

Skills Required:

  • People management experience – managing others work, and delegation.

  • Proven records of delivering on commitments in a customer support role

  • Technical Skills with focus on communications and network technology

  • In depth knowledge of Wireless technologies and Wireless networks – RAN and Core

  • Demonstrated technical skills and ability to learn on the fly. Excellent technical trouble shooting skills needed

  • Good written and verbal communication skills

  • Technical leadership – can lead a cross functionality technical team to brain storm and come with solutions to customer issues

  • Functional/Technical skills and ability to work with ambiguity

  • Customer relations are essential – meeting and beating customer needs and expectations

  • Ability to work in cross-functional teams (technical support, R&D, quality)

  • Excellent verbal and written communication skills

  • Team player and enjoy working in an international environment

  • Ability to address questions/complaints with tact and proficiency

It is the policy of CommScope to provide Equal Employment Opportunities to all individuals based on merit, qualifications and abilities. CommScope does not discriminate in employment opportunities or practices on the basis of race, color, religion, gender (including pregnancy), national origin, age or any other characteristics as protected by law. Furthermore, this contractor and subcontractor shall abide by the requirements of 41 CFR 60-300.5(a) and 41 CFR 60-741.5(a). These regulations prohibit discrimination against qualified protected veterans and qualified individuals on the basis of disability, and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans and qualified individuals with disabilities.