Infinera · 5 hours ago
VP, ICP Customer Service Leader
GA
Full-time
Remote
Director/Executive
$197K/yr - $365K/yr
10+ years exp
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Responsibilities
Build and lead an ICP specific Customer Service team with direct and dotted line team members
Technical Support inclusive of T4 level up to specific dedicated T4 team members per major Pillar account
RMA process/tracking
Deployment design item resolution, spares depot level verification
Define and develop the appropriate Mission Statements
Drive key cultural changes towards achieving the 'White Glove' high level of customer service
Qualification
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Required
10+ years relevant experience in Customer Service
10+ years building and managing a Customer facing service organization
Strong knowledge of Long-haul, Metro, Access and Mobile technologies
Strong communication skills and able to communicate professionally in written responses to emails, customer inquiries, and when submitting reports
Organized, analytical and able to eliminate obstacles through creative and adaptive approaches
Self-motivated with a proven track record in Customer Service
Comfortable in the dynamic atmosphere of a technical sales organization with a rapidly expanding customer base
Reliable and determined with excellent communication skills able to see things from another person's perspective
Well-presented and business like
Sufficiently mobile and flexible to travel up to a few days a month within the region / U.S.
Preferred
Experience and familiarity of White Glove service desirable
B.S. or M.S. level preferred, however candidates with demonstrable technical & customer service depth will also be considered
Benefits
Paid leave
Medical
Dental, and vision coverage
401(k)
Life, and disability insurance
Company
Infinera
Infinera provides open optical networking solutions and advanced optical semiconductors for enterprise, government, and carrier networks.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$625.8MKey Investors
Governor’s Office of Business & Economic DevelopmentAgilent Ventures
2024-06-27Acquired
2023-11-17Grant· $14M
2022-08-02Post Ipo Equity· $362.5M
Leadership Team
David Heard
Chief Executive Officer
Alex Derecho
SVP of Global Services
Recent News
www.infinera.com
2024-12-06
2024-12-06
Fierce Network
2024-11-27
Company data provided by crunchbase
