Telecom Job for Global Technical Support Manager - Barcelona

Client enables network equipment providers (NEPs) worldwide to overcome the mobile broadband capacity challenge quickly & cost effectively with wireless & packet processing solutions. Leveraging more than 20 years of telecom innovation, the company enables customers to increase ROI by focusing internal resources on differentiation for 3G, Long Term Evolution (LTE), Femtocell & Deep Packet Inspection (DPI) applications


Duties and responsibilities:
Integrate and configure ATCA and cPCI systems using chassis, compute blades, switches and other components, test these systems for proper functioning and help customers using them. Monitor and resolve customer issues reported through different support channels (web-based Customer Issue Tracking System, email or phone messages. Resolve customer issues involves troubleshooting and helping customer in repairing complex equipment and systems. May occasionally involve on-site installation, servicing and customer training. Improve customer satisfaction and productivity to increase their loyalty to the company and its products. Assume full support responsibility for several key EMEA customers.


Manage worldwide team of Technical Support engineers located in California and Shenzhen China R&D Center. Review, maintain and enhance Technical Support procedures, processes and practices. Represent the customer’s point of view internally by giving feedback to Marketing and Engineering to ensure technical product specifications are aligned with customer requirements. Escalate customer issues to Engineering, Sales, Marketing, Field Sales or Executive Management when necessary.


Candidate Requirements:
• B.S degree or equivalent in Electrical Engineering, Electronics Engineering, Telecommunications or related field
• Excellent verbal and written English communications skills. Other customer languages (Hebrew, French, Turkish, German) would be a plus. 
• Experience in diagnosing and replicating product issues involving system integration, server blades, switches, O.S. bios and driver software 
• Experience with cPCI and ACTA systems and Trillium protocol software is a plus 
• Prior experience in Engineering, Validation or Customer Support of Telecommunication Equipment.
• Prior experience in managing a technical support team.
• Prior experience in customer facing role


Please send CVs to paul.witts@imrexecutive.com (Please mention the website where you see this ad.)