11 days old

Escalations / Customer Field Support Engineer

Cisco Systems Inc.
San Jose, CA 95113

Field quality management position for the Transceiver Module Group (TMG). TMG is one of Cisco's focus areas for growth with a broad portfolio of pluggable transceiver products that are used across the majority of Cisco's products.  In this position you will act as the key point of contact for addressing all aspects of field quality escalations on TMG products.


Key responsibilities:

    • Act as a point of contact for directing technical field quality escalations for TMG products.
    • Provide direction and techniques to customer support engineers and failure analysis (FA) teams on how to reproduce and troubleshoot field failures for complex and intermittent problems.
    • Perform detailed review of failure symptoms and RMA data analysis to identify systemic field problems early on and implement containment measures in a timely manner
    • Lead off-shore FA teams and review and approve FA reports for all field failures
    • Work with cross functional teams outside of TMG and across other business units to resolve field problems caused by interaction issues between TMG products and host chassis
    • Initiate and execute strategies for continuous improvement of product quality and reliability
    • Provide input on definition of debug and failure analysis techniques for new products

Skills required:

    • Ability to manage and drive cross-functional teams (including manufacturing, Quality, and Engineering) to identify, root cause, contain and correct systemic failures on pluggable transceivers
    • Fundamental understanding of analog and digital electronics, fiber optics, opto-electronics and switching and routing technologies is preferred.
    • Experience with qualification process of optical transceivers and test methodologies. Knowledge of reliability standards for printed circuit boards, electronic components, optoelectronic devices and modules
    • Knowledge of IEEE standards and MSA requirements for pluggable transceivers
    • Lab experience with optical test measurements and high speed traffic tests is a plus.
    • Excellent verbal and written communication skills





Posted: 2020-10-09 Expires: 2020-11-13

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Escalations / Customer Field Support Engineer

Cisco Systems Inc.
San Jose, CA 95113

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