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CDI Advanced Services Manager

chez Fortinet à Sophia-Antipolis en categorie emploi-management

Fortinet (NASDAQ: FTNT) protects the most valuable assets of some of the largest enterprise, service provider and government organizations across the globe. The company's fast, secure and global cyber security solutions provide broad, high-performance protection against dynamic security threats while simplifying the IT infrastructure. They are strengthened by the industry's highest level of threat research, intelligence and analytics. Unlike pure-play network security providers, Fortinet can solve organizations' most important security challenges, whether in networked, application or mobile environments - be it virtualized/cloud or physical. More than 210,000 customers worldwide, including some of the largest and most complex organizations, trust Fortinet to protect their brands. Learn more at http://www.fortinet.com, the Fortinet Blog or FortiGuard Labs.
City Sophia-Antipolis
Country France [FR]
Title Advanced Services Manager, France (EMCS0714)
Req # EMCS0714
Job Status Full Time Regular
Functional Area Customer Service

Fortinet is growing and we are expanding our EMEA Advanced Services team. We are looking for a passionate person to manage a team of engineers to deliver technical support excellence to high profile customers within the EMEA region.

As a manager of an Advanced Services team, you will need to build and maintain long-term relationships with our customers, as well as managing and providing guidance for the Advanced Service engineers who make up this team. For this position, you will require management skills to carry out day-2-day management of the team, as well as strong customer facing skills particular in the telco and large enterprise space when engaging with our customers.

The position requires strong oral and written communication skills. Oral communication skills include the ability to speak clearly and persuasively, to listen carefully to ensure full understanding of the situation, and to respond well to questions when dealing with both positive and negative situations. All positions also require the ability to write clearly to provide full information as well as to understand and interpret written information.

Key Responsibilities:
Provide first level supervision to a team of Advanced Services engineers, managing workload, response, resolution and quality.
Perform routine case reviews and provide feedback.
Participate in the quality calibration and validation process
Improve productivity by highlighting deficiencies and recommending changes in methods, processes and tools.
Monitor and manage operational and customer satisfaction metrics to meet organizational goals.
Provide input to training and development planning and performance evaluations.
Manage customer escalations; follow up with customer satisfaction surveys.
Highlight serious issues and bugs to engineering and escalation teams for resolution.
Build and maintain strong relationships with sales

Job Requirements and Experience:
Energized by making customers happy and successful
A passion for collaboration and a deep understanding of the Internet security technology
Translator between business, technical, and sales people
Excellent organizational, analytical and negotiation skills
Phenomenal communication skills are a must for this job
Driven to create success in a hopeless situation, through brilliant problem solving, communication, and relentless persistence
Able to perform well in the face of tight deadlines and tough technical and organizational challenges
Strong English skills both written and verbal.
At least 2+ years of support management experience.
Demonstrated leadership skills.
At least 2+ experience with direct customer interaction, preferably in a supervisory role.
At least 2+ years experience in a technical support role in a networking/security company or equivalent education
Troubleshooting and problem solving skills

Educational Requirements:
Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
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Date de l'annonce 09-05-2017
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