Manager SWTAC Support Engineering

About Fujitsu Network Communications, Inc.

Join us, Fujitsu wants innovators like you! Fujitsu Network Communications, Inc. is part of the global Fujitsu group of technology companies. We’re bringing the power of Digital Transformation (DX) to the network operators, communications service providers, and internet content providers that keep the world connected. We combine 30-plus years of expertise in multivendor network technology with customer service excellence and best-in-class network hardware, software, and services as we design, build, operate, and maintain the critical infrastructure for wireless and wireline communications. The Fujitsu group is committed to doing the right thing, as well as to supporting the communities where we do business. We’re also a diverse, inclusive, and innovative workplace that achieves together.  We offer highly competitive compensation, benefits, and career development opportunities, as well as flexible options for working your way.  See what working at Fujitsu looks like at https://www.linkedin.com/company/fujitsu/life/americas/.  For more information, please visit http://us.fujitsu.com/telecom.

Req ID:16117 

Manager of Software TAC Customer Technical Support Engineering

The Manager of Software Technical Support Engineering is responsible for leading a team of network software automation SW TAC support engineers that provide frontline and specialist escalation break-fix/troubleshooting support for Fujitsu’s software portfolio and network solutions for all our customers.

This position will lead Fujitsu’s Technical Assistance Center (TAC) in Dallas, TX and interact heavily with our customer base and is responsible for working with stakeholders to ensure timely resolution of issues.

 Job Responsibilities:

• Lead Fujitsu’s Software TAC operations constituting of frontline support engineers and specialists for Fujitsu’s network automation software portfolio including Netsmart, Virtuora etc  
• The individual in this role must provide leadership, guidance, direction to a highly technical staff, and be a point of escalation for customer inquiries, and provide high quality customer support.
• Work with PSE and PLM groups in Fujitsu’s product business unit and sales and business teams to ensure end to end ownership and case management for delivering service and meeting team objectives
• Balance training team frequently on legacy and upcoming Fujitsu technical portfolio, customer focus skills, operations mindset and process orientation that will ensure the most expedient delivery to customer resolutions
• Staff supervision, performance management and work load allocation, mentoring and coaching staff
• The TAC team is required to be staffed to support 24/7 operations and so, the candidate will be occasionally required to manage escalations, if any on various shifts.
• Lead by example by being ultra-responsive to external customer escalations and internal employee needs

Qualifications and Skills:

• Bachelor’s degree in Engineering preferred. Experience in Fujitsu portfolio and telecom technologies and support operations a big plus
• 5+ years in operations and/or customer facing roles is a must
• Exceptional people management skills : leadership, coaching, analytical, solution-focused customer conversations, resource workload management and scheduling across various shifts
• Strong experience in continuous improvement initiatives throughout Infrastructure focused on operational efficiency, service quality, and governance/compliance. Proven ability to implement operational metrics and translate those metrics to process improvement initiatives
• Ability to view issues from a strategic perspective yet prioritize delivery to meet tactical goals
• Excellent verbal and written communication skills
• Candidate should be professional, responsive and committed to customer satisfaction and team’s diverse aspirations as part of Services Leadership team

Fujitsu salaries are aligned to the specific geographic location in which the work is primarily performed. ​ It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the circumstances of each situation. The pay range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to: specific skills, qualifications, experience, and comparison to other employees already in this role. The pay range for this position is estimated at $118,866.30 to $169,809.00 USD. Additionally, this role may be eligible for a short-term incentive based on company results and individual performance.

As a technology company, Fujitsu recognizes that human resources are its most important capital. To create an environment where all employees can work positively and healthily, both in mind and body, we offer a full range of health, 401K, and other benefits.​

At Fujitsu, one of our corporate principles is "We respect human rights." This principle underpins our corporate and individual activities and guides the actions of every Fujitsu Group member. We embrace diversity and equal opportunity. Qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.  By empowering people, we can unleash our collective strengths to create a better experience for our employees, our customers, and our partners.

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