Service Lab Manager - Raleigh, NC

Extreme Networks, Inc. Raleigh , NC 27611

Posted 5 months ago

Services Lab Manager

Extreme Networks is seeking people that celebrate and drive innovation. Long recognized by industry experts as a technically visionary company, Extreme Networks is preparing to make the next leap forward in networking technology and you can help create the solutions that address the needs of businesses and governments worldwide.

Our employees are the key to the innovation that has made Extreme Networks a success. We provide an environment that is geared to reward creativity, innovation and teamwork. If you would like to unleash your creativity and your career it's time to join the Extreme Networks team.

Responsibilities:

Manage and Lead a team of network engineers and technicians located in San Jose, CA, Salem, NH and Raleigh NC

This position oversees the Services Global Labs: creating lab replications for Global Technical Assistance Center, budgeting and ordering of equipment, managing space and power requirements working with facilities, supporting new product introduction and identifying and implementing improvements in lab processes.

Manage all Technical and Business Escalations, and Day to Day activities to ensure all stakeholders have a world class support experience.

Develop the lab team members to be a 'best in class' team with expertise in technologies for the supported products by providing leadership, mentoring, and training as required.

Work closely with your peers in the WW TAC to optimize and develop processes that improve team efficiency and most importantly improve the customer experience.

Develop excellent communications and account management skills within the team, provide support to the local account teams that allows them to grow our business and to continually show the value of Extreme Networks Services

Possess the ability to adapt and adjust your work style depending on the customer type from different Geographies, your peers, Product Engineering, etc.

PRIMARY DUTIES:

Provides training, coaching, motivation, and mentoring to associates to ensure department key performance indicators (KPI) are met or exceeded.

Evaluates and improves the effectiveness of staff by establishing and monitoring individual performance criteria.

Implements Lab Support policies and procedures and directs activities that ensure the delivery of world-class service to our customers.

Develops and maintains expert product knowledge within direct team.

Ensures Operating procedures are met within functional area.

Monitors lab utilization to continually ensure needed equipment is available and identifies needs for new equipment and unused equipment is retired.

Budgets and orders equipment for all global labs.

Manages vendor relationship and ordering for third party HW and SW.

Takes control and manages critical issues to resolution.

Ensures that appropriate staffing models are developed and implemented to optimize service level across the organization with available resources.

Frequently interacts with peer group managers involving business issues between departments or functional areas. Often leads cooperative efforts among members of a project team.

Handles personnel actions including staffing, performance reviews, disciplinary actions, and coordination of training and development. Reinforces desired behaviors.

Able to travel as required (approximately 15% travel).

Handles other duties and projects as assigned.

EXPERIENCE

Call Center management, lab management, technical support or help desk experience.

People management experience required.

SKILLS:

Possesses the verbal and written communication skills necessary to communicate with sales, customers and all levels of executive management.

Proficient with Microsoft Office applications (Outlook, Word, Excel, and PowerPoint)

Ability to influence others to act on key initiatives.

Willingness to work closely and effectively with other departments, peers, etc.

Consistently deliver results.

Possess excellent attention to detail, and all work must be at a high level of professionalism.

Does what it takes to successfully accomplish goals.

EDUCATION:

Degree (preferably in computer sciences) with experience working in Computer Networking industry in a TAC management or supervisory position.

Extreme Networks provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, pregnancy, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.


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Service Lab Manager - Raleigh, NC

Extreme Networks, Inc.