Position: Manager, Tech. Customer Engagements jobs in Sunnyvale, CA
Location: Sunnyvale, CA

Job Summary:
As a Manager of Technical Customer Engagements you will manage all
ongoing activities relating to your assigned customers.

Your main responsibilities include:
- Coordinating external engineering-level engagements with key channel
partners, system integrators and service providers, including tracking
action items, monitoring progress, and interfacing with engineering
owners
- Coordinating internal round tables between technical, engineering,
support and business groups
- Coordinating internal engineering responses for significant
escalations into engineering, especially in areas such as file systems
(WAFL) and Storage, including interfacing with other critical response
teams.

You will interact and collaborate with development managers and groups
of engineers focused on testing and debugging the operating systems that
run NetApp storage applications. These committed teams develop
enhancements to existing products and develop new products. The overall
focus of the group is on competitive market and customer requirements,
technology advances, product quality, product cost and time-to-market,
with a special emphasis on supportability and product innovations for
improving customer experience. This includes proactive engineering-level
interactions, direct escalation management, post-escalation follow-ups
for continuous improvement, and cross-site/cross-group/cross-functional
coordination and collaboration. Due to the technical depth at which you
will be working, a technical background and ability to understand
complex technical issues is strongly preferred.

This position will require interfacing with NetApp teams and customers
in multiple geographies, both domestic and internationally (including
Europe and Asia). Some of the work will also involve time-critical
activities (e.g., customer escalations). Because of this, there will be
some amount of work required outside of normal business hours. In
addition, periodic travel will be required to locations around the
world.

Essential Functions:
A major part of your responsibility will be to manage customer
engagements and related activities in the following areas:

- Owning external engineering-level engagements with key partners and
service providers, handling technical relationships, conducting periodic
communication, and developing a deep understanding of their
needs/requirements
- Owning escalation handling/management logistics and infrastructure
(Wiki, process, notifications, tools)
- Handle escalation management duties including engaging engineering
resources when needed, disengaging engineering resources when not
needed, and reviewing defect reports
- Track and report progress, including participation in customer
conference calls if necessary
- Track and report escalation metrics on a monthly basis
- Engage cross-functional engineering resources as needed in multiple
engineering groups
- Coordinate with development managers and sustaining/escalations team
in other sites
- Coordination with NetApp Global Support teams for effective and
timely resolution of customer issues
- Integrate, incorporate or improve existing escalation and engagement
processes and infrastructure
- Conduct post-mortems and follow-ups for continuous improvement
- Develop, modify, and execute company policies that will affect
immediate operations
-  Implement new projects, policies and procedures for the
department(s); and ensure that project goals are met
-  Take responsibility for results, including costs, methods, and
staffing.

Requirements:
- A passion for resolving customer issues from technical and business
perspectives.
Strong oral and written communication skills are essential.
- A clear understanding of the product development cycle, technical
requirements and project management.
- A strong understanding of concepts related to computer architecture,
data structures and programming practices.
- Experience in software development.
- Experience with developing budgets and predicting project costs.
- A demonstrated ability to manage professional level employees.

Responsibility:
- This position is responsible for managing many tasks for multiple
large groups, a department or departments, or a function within a
country or global geographic area.
- The focus of this role is on creating and influencing strategy and
policy regarding customer escalations.
- The potential impact of decisions made by this individual have
significant operational or financial impact.
- This individual will apply in-depth knowledge to solve broad issues
that are complex in scope, and establish medium to long- range plans.

Education and Experience:
- A minimum of 10 years of experience as an individual contributor and a
minimum of 5 years as a people manager is strongly preferred.
- Previous experience in Customer Escalation engineering required.
- A BS in Electrical Engineering or Computer Science is required; MS or
PhD is a strong plus.
- Demonstrated ability to manage multiple, critical projects is
required.

Contact:
NetApp Req #8033

Petra Pino
Sr. Staffing Partner
NetApp
petra.pino AT netapp DOT com
www.netapp.com
408.822.6984