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