Job Details
To achieve real outcomes, we know that experience is the most important requirement for networking teams and the people they serve. Delivering an experience-first, AI-Native Network pivots on the creativity and commitment of our people. It requires a consistent and committed practice, something we call the Juniper Way.
Service Operations Specialist
The Service Operations Specialist is an integral part of the Juniper Americas inside service sales team responsible for helping maintain and grow customer accounts by creating and managing quotes for expiring support agreements. In addition, this position involves analysis and management of customer install base inventory data in Juniper systems to enable the sales process. This position relies on a detailed knowledge of all tools, systems, processes and policies related to maintenance quoting, entitlement and inventory analysis.
Responsibilities:
- Responsible for creating/managing service renewal quotes or renewal worksheets for complex deals for assigned accounts and accountable for quote quality and delivery within the agreed SLA.
- Applies detailed systems and process knowledge to develop proactive and reactive renewal quotes for all expiring contracts
- Assists with sales/SBM-led deals by providing quote and process support
- Manages sales opportunity forecast in Salseforce.com
- Interacts with various related teams to ensure positive customer experience; case resolution, database/entitlement management, problem resolution, general inquiries
- Performs all database management and data analysis required to prepare accurate quotes and maintain data integrity
- Supporting internal Sales Rep to help meet team quota and grow the renewal business by responding to service related queries, quotes and opportunity management.
- Interface with partners/distributors, Juniper Sales, Logistics, Customer Care, Customer Master, Global Support and Order Management related to quote/contract/ordering queries and escalations.
- Escalate quoting problems to the service sales rep, team-lead and/or regional Operation Lead as needed
- Be well versed in systems and tools required to manage quotes and answer queries from partners, customers and Juniper team.
Required Skills/Experience
- Bachelor’s degree or equivalent work experience, with at least 2-4 years of service business experience for a network or technology company.
- Effective English communication skills are essential for this position.
- 3+ years Sales or Customer Service experience providing service business support as part of a sales team for an IP Network company preferred.
- Strong attention to detail with demonstrated ability to organize and work on multiple projects
- Demonstrated financial, operational, analytical, and decision making skills
- Strong verbal and written communication skills.
- Strong data entry and Excel skills
Education:
Bachelor’s degree or higher
Skills:
SAP, Salesforce.com, Microsoft Excel and Word preferred
ABOUT JUNIPER NETWORKS
Juniper Networks challenges the inherent complexity that comes with networking and security in the multicloud era. We do this with products, solutions and services that transform the way people connect, work and live. We simplify the process of transitioning to a secure and automated multicloud environment to enable secure, AI-driven networks that connect the world. Additional information can be found at Juniper Networks (www.juniper.net) or connect with Juniper on Twitter, LinkedIn and Facebook.
WHERE WILL YOU DO YOUR BEST WORK?
Wherever you are in the world, whether it's downtown Sunnyvale or London, Westford or Bangalore, Juniper is a place that was founded on disruptive thinking - where colleague innovation is not only valued, but expected. We believe that the great task of delivering a new network for the next decade is delivered through the creativity and commitment of our people. The Juniper Way is the commitment to all our colleagues that the culture and company inspire their best work-their life's work. At Juniper we believe this is more than a job - it's an opportunity to help change the world...
INCLUSION AND DIVERSITY AT JUNIPERAt Juniper Networks,we are committed to elevating talent by creating a trust-based environment where we can all thrive together.We know from experience that people from underrepresented groups often do not apply for roles they do not feel they meet all the criteria for. If you think you have what it takes, but do not necessarily check every single box, please consider applying.We’d love to speak with you.
Additional Information for United States jobs:
ELIGIBILITY TO WORK AND E-VERIFY
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Juniper Networks participates in the E-Verify program. E-Verify is an Internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of new hires and the validity of their Social Security Numbers.
● Information for applicants about E-Verify / E-Verify Información en español: This Company Participates in E-Verify / Este Empleador Participa en E-Verify
● Immigrant and Employee Rights Section (IER) - The Right to Work / El Derecho a Trabajar
E-Verify® is a registered trademark of the U.S. Department of Homeland Security.
Juniper is an Equal Opportunity workplace and Affirmative Action employer. We do not discriminate in employment decisions on the basis of race, color, religion, gender (including pregnancy), national origin, political affiliation, sexual orientation, gender identity or expression, marital status, disability, genetic information, age, veteran status, or any other applicable legally protected characteristic. All employment decisions are made on the basis of individual qualifications, merit, and business need.
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