1+ months

Escalation Manager

Cisco Systems Inc.
Milpitas, CA 95035

What You'll Do


The Cisco Industrial Internet of Things (IIoT) group consists of some of the industry's brightest minds developing industrial switching, routing, wireless, and security products and industry-leading software platforms that capitalize on the trend toward all devices, machines, and vehicles becoming connected and integrated with traditional enterprise networks.

Supporting the above charter, the mission of the Customer Escalation team is driving the timely resolution of customer issues by bringing together resources from Customer Experience (Ciscos famed TAC) team, SW Engineering, HW Engineering, Manufacturing, Marketing within the IIOT group and other Cisco technology groups or Cisco partners.

You will lead the team and be responsible for complete ownership of customer success and satisfaction with the service your team provides.


Who You Are


Are you a dynamic people leader with a knack for building and developing high performing teams? Do you stay ahead of trends in technology and ensure that your team is well positioned to support the changing needs of the marketplace? Can you be a role model, exhibiting personal competencies of self-awareness, willingness to help others, self-motivation and social awareness? Do you build a work environment in which people are valued and rewarded for their accomplishments? Do you have the aptitude to learn new technologies and expand your horizons beyond one technology sphere?


Minimum qualifications


  • Eight (8) or more years in Customer Support Roles, with 5+ years in a leadership role. 
  • Strong hands-on experience data networking (switching, routing, 802.11 wireless, Mesh, Cellular technologies) products and solutions
  • Masters/bachelors degree in Engineering, Computer Science or equivalent
  • Excellent communications oral and written communication skills.
  • Phenomenal interpersonal and teamwork skills
  • Demonstrable ability to learn and adapt quickly. Strong customer focus and can-do mentality
  • Ability to work with a matrixed resource organization, which addressing the team's workforce planning and skill requirements.
  • Independently make decisions quickly and work with peers in challenging situations.
  • Promote and nurture a team spirit and culture built on open communication, collaboration, teamwork, trust and integrity.


Desired skills


  • CCNP or CCIE is a very strong plus
  • Hands on experience with Cisco IOS based switching, routing or wireless products is a very strong plus
  • Customer support or escalations experience for networking products is a very strong plus
  • Hands on experience with FAN (Field Area Networking), IPv6 Mesh, Substation automation or other Smart Grid technologies
  • Hands on experience with solutions using SCADA or Industrial protocols/technologies such as CIP, Profinet, PTP (precision time protocol)
  • Experience with 3G/4G cellular technologies
  • Deep understanding of tools, processes and procedures.
  • Skills and experience dealing with high stress situations and quick changing circumstances
  • Influencing a global network of stakeholders including Sales, Advanced Services and Business Units
  • Leading team performance to goals, continuously evaluating and making adjustments as necessary

    Why Cisco:

    #WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Heres how we do it.
    We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (30 years strong!) and only about hardware, but were also a software company. And a security company. A blockchain company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you cant put us in a box!
    But Digital Transformation is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)
    Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.
    So, you have colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!




    Posted: 2019-05-17 Expires: 2019-08-23

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    Escalation Manager

    Cisco Systems Inc.
    Milpitas, CA 95035

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