Service Readiness Engineer - – San Diego

DUTIES & RESPONSIBILITIES:

1.Monitor all product development activities and continuously communicate product status to the Service Organization ensuring ongoing Service Readiness.
2.Identifies product opportunities related to product serviceability issues. Constantly analyzes product service trends to uncover product updates that will reduce operational costs and enhance the customer experience.
3.Maintain Top Five product issues with complete business cases.
4.Simultaneously manage multiple projects related to product distribution to ensure "leveling" of cross product activities to evenly distribute the service load and eliminate concurrent product releases and related activities.
5.Manage product Alpha and Beta activities. Collect serviceability data and take appropriate action as warranted based on serviceability scores to minimize impact to external customers and the service organization.
6.Continuously analyzes upcoming product distribution events and determine probable impact to external customers and service personnel. Proactively direct internal activities to optimize the customer experience and minimize support impact.
7.Increases Support efficiency by monitoring sales activities. Provide visibility to pilots and marketing activities and script internal service responses to such activities.
8.Participate in all Product Management Cross Functional Meetings for supported products
9.Maintain service reports for managed products. Present the information to Product Management monthly and identify productivity opportunities. Identify support issues to TAC Management and work with TAC management to implement solutions.
10.Manage intermittent special projects to help identify and correct issues reported by Field, Sales, Technical Support, Product Management, etc.

QUALIFICATIONS: (CREDENTIALS & EXPERIENCE & SKILLS)

Education, Training & Experience:

1.Strong background in Project Management. Certification preferred.
2.Four-year degree in Computer Science, Information Systems or equivalent experience required
3.Three to five years Technical Support experience. Supervisory experience preferred.
4.Highly effective oral and written communication skills required
5.Proven ability to work independently to analyze problems and recommend solutions

Technical Competencies & Skills:

1.Proficiency with the following productivity tools : MS office, Visio and MS project
2.Experience with requirements analysis, requirements change management and meeting facilitation skills.
3.Ability to negotiate, persuade, compromise and work collaboratively in a team environment.
4.Ability to adapt proactively to a dynamic, rapidly changing business and technical environment is required.
5.Technical certification a plus but not required
6.Training skills, including presenting to groups.
7.Excellent and concise analytical and problem solving skills
8.Strong oral and written communications skills.
9.Strong problem solving and critical thinking skills.
10.Strong time management skills. Ability to meet deadlines and be flexible.
11.Strong leadership ability.


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Salary: 95000 - 112500