Job DescriptionAbout the Role:We are seeking a highly skilled and motivated Director of Application Engineering Support for our Network division. The successful candidate would have the responsibility of leading high-performing hardware/software application engineering teams that excel in supporting Intel's legacy and promoting Intel's new products to network ecosystem partners. To achieve success, this involves supporting legacy products, driving early customer enablement, and planning for new products for go-to-market. The ideal candidate will have extensive experience in telecommunications, a deep understanding of Radio Access Network (RAN) technologies, a wide range of experience in System on Chip (SoC) technology, and a proven track record in customer support and global team management.Key Responsibilities:
Team Leadership: Manage and mentor the product support team, fostering a collaborative environment that emphasizes professional growth and high performance.
Technical Expertise: Provide expert guidance on network products and solutions, troubleshooting complex technical issues, and ensuring timely resolution.
Customer Engagement: Act as the primary point of contact for key clients, building strong relationships and understanding their needs to enhance customer satisfaction.
Process Improvement: Develop and implement support processes and best practices to improve efficiency, reduce response times, and enhance service quality.
Cross-Functional Collaboration: Work closely with product management, engineering, and sales teams to align support efforts with product development and customer requirements.
Training and Development: Create and oversee training programs for support staff to ensure they are knowledgeable about the latest technologies and customer service techniques.
Performance Metrics: Establish key performance indicators (KPIs) to measure the effectiveness of the support team and report on performance regularly.
Industry Trends: Stay abreast of industry developments and emerging technologies in networking to ensure our support services remain competitive.
Additional Skills :
Strong leadership and global team management skills, with experience in building and developing high-performing teams.
Excellent problem-solving abilities and a customer-centric mindset.
Strong communication and interpersonal skills, capable of engaging with technical and non-technical stakeholders.
Proven track record in process optimization and performance management.
QualificationsMinimum Qualifications :
Bachelor's degree in Telecommunications, Engineering, Computer Science, or a related field;
10+ years of experience in product support or technical support roles within the telecommunications industry, with a focus on radio access networks.
5+ years of experience n RAN technologies including LTE, 5G, related protocols
5+ years of experience in Product Development Lifecycle, Product Roadmap and Product Strategy
QPreferred Qualifications:
Extensive experience in Silicon process technology
Broad experience on Platform design and deployment
Understanding of the Artificial Intelligence (AI) Fundamentals
Inside this Business GroupThe Network & Edge Group brings together our network connectivity and edge into a business unit chartered to drive technology end to end product leadership. It's leadership Ethernet, Switch, IPU, Photonics, Network and Edge portfolio is comprised of leadership products critically important to our customers.Posting StatementAll qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.BenefitsWe offer a total compensation package that ranks among the best in the industry. It consists of competitive pay, stock, bonuses, as well as, benefit programs which include health, retirement, and vacation. Find more information about all of our Amazing Benefits here. (https://jobs.intel.com/en/benefits)Annual Salary Range for jobs which could be performed in the US $162,600.00-$284,620.00Salary range dependent on a number of factors including location and experienceWorking ModelThis role will be eligible for our hybrid work model which allows employees to split their time between working on-site at their assigned Intel site and off-site. In certain circumstances the work model may change to accommodate business needs.Position of TrustThis role is a Position of Trust. Should you accept this position, you must consent to and pass an extended Background Investigation, which includes (subject to country law), extended education, SEC sanctions, and additional criminal and civil checks. For internals, this investigation may or may not be completed prior to starting the position. For additional questions, please contact your Recruiter.