Service Management Specialist
5 months ago
**Service Management Specialist - UK
As a Service Management Specialist you will be the dedicated point of contact for all service-related matters. A trusted advisor to the customer and advocate inside of Juniper. Collaborating closely with delivery & sales colleagues such as our technical assistance centre, contracts, logistics, sales and engineering teams. Trusted to lead. Reactively solving customer issues and proactively identifying and mitigating risks.
Juniper Services teams are passionate about enabling positive experience. Helping customers get the very best from our products. Partnering to ensure success for our customers globally
As a Service Management Specialist you will be the dedicated point of contact for all service-related matters. A trusted advisor to the customer and advocate inside of Juniper. Collaborating closely with delivery & sales colleagues such as our technical assistance centre, contracts, logistics, sales and engineering teams. Trusted to lead. Reactively solving customer issues and proactively identifying and mitigating risks.
You will be able to chat about our state-of-the-art technologies with technical people and translate to the same to an executive level, synchronising and improving understanding. They are detectives, tenacious, professional, and driven to reach the core of a problem. Are you interested in joining our supportive, inclusive, dynamic, diverse and growing team?
**A Day in the Life of Service Management**
Working with a team of professionals to own customer engagement and experience with a focus on success, you will:
Serve as lead in coordination & communication between the customer, sales, services & engineering teams. Build and maintain positive & respectful relationships.
Construct clear plans of action and drive clear demarcation of ownership and accountability.
Clearly communicate at all levels.
Provide concise & informative weekly reporting that summarises the key developments. With both succinct executive summaries and in-depth technical detail. Demonstrating progress, ownership & next steps for each account.
Build and update reports for monthly and quarterly operational business reviews. Analyse trends for further discussion, define actions to address issues & concerns.
Think innovatively, strive to improve and evolve the services we provide to our customers and partners. Internally - be a key contributor to initiatives that improve processes and tools that we use in the delivery of our services.
Develop technical and marketing knowledge of Juniper product lines. Not just what a product does, but value it provides to our customer and their business success.
Become intimately familiar with the account strategy. Participate in customer network planning review meetings. Flagging opportunities to upsell services and products back to the sales account team. Fostering trust.
**Requirements**:
Minimum of 2 years in a technical support environment or other similar customer orientated position.
Technically savvy with understanding of Customer Support environments.
Core & edge routing.
Switching technologies.
Internet Security.
Strong communication, interpersonal and leadership skills and able to prove achievements in a career supporting cross-functional organisations.
Proven understanding of collaboration tools including Microsoft SharePoint, Teams & Planner.
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