Customer Quality Engineer | RCA, Customer escalations, customer communication, stakeholder management
BengaluruFull-time8–14 yrsPosted 1 week ago
Leadership customer support role at Cisco in Bengaluru. Needs 8+ years and a B.Tech or B.E..
About the role
As a Customer Quality Engineer (CQE) at Cisco, you will serve as a high-level technical authority and strategic partner for our most critical customers. In this role, you will bridge the gap between the Engineering, Global Supply Chain, and Customer Experience organizations.
What you'll do
- Executive Technical Leadership: Lead monthly external hardware quality performance deep dives, providing actionable metrics, comprehensive issue summaries
- Cross-Functional Orchestration: Coordinate complex customer communications regarding corrective and customer mitigation actions (ECO, PCN, Field Notice)
- Field Mitigation & Remediation: Lead field remediation actions for high-impact events in key customer’s networks
- Monitor customer’s in-service and early-life failure activity, and execute tailored mitigation strategies for large-scale, complex network environments
- We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds
What you need
- Escalation handling
- Root cause analysis
- Stakeholder management
- Communication