上海招聘

JOB DESCRIPTION

-  Provide technical support service to Chinese customers AND/OR APAC regional customers

This is mainly achieved by:

- Highest possible customer satisfaction in a proactive way

- A single point of contact within Service Technical Support or external partners for Care Service-related affairs

- Support sales forces and customer teams in best possible way to introduce our products and solutions

- Provide customer acceptance test and/or product introduction workshop in a professional way

- Deliver the timely feedback towards company peer team eg…CoE, PLM, product house with priorities to align maintenance roadmaps with our customers need

Main Responsibility Area are:

- 7/24 Emergency Support

- SW and HW Case handling for customer/partner escalated issue for products serials on daily operations

- Provides escalation of complex customer problems to GTS Tier4 for customer issues includes SW, HW and Design problem

- Provide feedback/enhancement to GTS Tier4/PLM for inclusion in future product releases

- Failure module analysis for customer returned HW together with back-end support for root cause analysis

- Represent Service technical support in customer meetings

- Plan, manage and execute contractual deliverable for Infinera offerings towards customers

- Leads customer acceptance testing and integration of Infinera products into customer networks

- Delivers paperwork and/or hands-on technical training for customers

- Develop and lead network migration/upgrade/replacement/extension strategies, procedures, and execution

- Support of Homologations, Proof of Concepts test, Demos, Trials on customer/account team’s request

- Contributes and assists in development of Knowledge base contents inside Infinera

- Analyses and documents all actions taken toward resolving customer issues

- Self-enabling for new technologies, new products

Travel Percentage: Ideally it is between 25% - 60% per calendar year, however it is flexible rate depends on business development

  

REQUIREMENTS

-  Minimum Education Level required: Bachelor’s degree

-  4+ years’ customer service or technical support experience

-  Optical Network working experience is a must

Professional Skills:

- Expert Knowledge of DWDM/OTN/SDH technologies/product

- Expert knowledge of Transport network/Data centre installation, commissioning, maintenance, migration, upgrade, replacement, extension hands-on experiences

- Advanced Knowledge of Carrier Ethernet, PTN/MPLS-TP technologies

- Advanced Knowledge of System testing includes Network elements and Network Management System

- Advanced foundation-knowledge in Network Management System and OAM concept.

- Advanced DCN design and deployment skills for Optical Transport Network

- Advanced Skills of Information seeking

- Knowledge of Industry transport products (at least product theory and implementation)

- Basic Knowledge of Project Management

- Fluent English, both written and spoken

- Fluent Chinese, both written and spoken

Personal Attributes:

- Professional service mindsets

- Team player

- Learning ability

- Decision making

- Planning and Organizing

- Openness and communication skills

- Quality orientation

Professional Certification:

- CISCO certified eg...CCNA, CCNP, CCIE is preferred

- PMP (Project Management Professional certified) is a bonus point

- MEF professional certified is a bonus point

Infinera（纳斯达克：INFN）是一家全球Top 5的智能网络方案供应商。公司总部位于美国加利福尼亚州硅谷，自2001年成立以来不断致力于为客户提供领先的技术、卓越的品质以及以客户为中心的高效服务。Infinera于2018年10月宣布收购Coriant，目前在全球已有超过3500名员工，业务范围涵盖接入网、城域交换及汇聚、数据中心互连、长距离传输及海底光传输领域。Infinera现为全球六大洲超过500家用户提供网络解决方案及设备，其中包括绝大部分世界主要网络运营商。
 
Infinera在中国
Infinera在上海的研发中心成立于2006年。作为Infinera在全球主要研发中心之一，上海专注于光网络及数据通信产品的研发。除研发以外，上海还有设有全球技术支持、采购等职能部门，同时Infinera在北京设有销售办事处。
 
公司官网：www.infinera.com
公司地址（上海）：上海市浦东新区张江高科技园区亮景路232号2-4层
公司地址（北京）：北京市东城区东直门南大街1号来福士商务中心802室


Infinera (Nasdaq: INFN) is an industry-leading supplier of end-to-end intelligent networking solutions. Headquartered in Silicon Valley, California, USA, Infinera has been committed to providing our customers with innovative technology, world-class quality and customer-centric focus since our foundation in 2001. Infinera currently has more than 3,500 employees after the acquisition of Coriant in October 2018. We serve more than 500 customers worldwide across six continents, including most of the major tier 1 carriers and cable operators with our comprehensive solutions portfolio spanning access, metro switching and aggregation, data center interconnect (DCI), long-haul and subsea optical transport.
 
Infinera in China
As one of the major R&D centers of Infinera, Shanghai site was established in 2006 and is dedicated to develop optical transport and data center products. In addition to product development, we also have various business functions including global technical support and procurement in Shanghai and a sales office in Beijing.
 
Official Website: www.infinera.com
Company Address (Shanghai): 2-4F, No. 232 Liangjing Road, Zhangjiang Hi-Tech Park, Pudong New District, Shanghai
Company Address (Beijing): Room 802, Raffles City Business Center, 1 Dongzhimen South Street, Dongcheng District, Beijing