What You'll Do
The Virtual Systems Engineer (VSE) is a technical sales professional who provides high level technical support and assistance to customers, partners and Cisco Sales.
Collaborates with the requester to recommend and develop appropriate customer solution offerings.
The VSE is familiar with a wide variety of products and technologies and is a specialist in at least one Architecture where the majority of their time will be spent.
The VSE shares knowledge and standard methodologies throughout the GVE Community.
Most engagements are handled via virtual tools (WebEx, Telepresence, phone, etc). The VSE works in a pooled fashion supporting requests Globally.
Reports To : VSE Manager
Case Load : 8-10 cases per week
Qualifications : Experience in markets where Cisco competes. Desired Technical sales experience as a Systems Engineer or equivalent.
Key Responsibilities : Find Opportunities
Look past the initial request intended to clarify and confirm the requirements before focusing on an accurate response and identify if there are opportunities to upsell or cross sell.
Use good judgement to assess the Request and uncover the true scale, business need and timescales of opportunities.
Develop and Present Solutions
Develop the technical response to RFPs and the technical elements or approach for the proposal, including products, solutions, software, and services.
Use High Value services : Demos (Dcloud), Customer Engagements, Partner Enablement, Design Assistance, Consultative selling.
Work with VSAMs, Field personnel & partners to successfully resolve all customer questions to aid in the closure.
Personal and Organizational Development
Real passion for helping others. Perform specialized training on SME products as requested.
Help new product / services launch.
Technical conversations, Advanced Whiteboarding and Presentation skills (own the room).
Conflict (Negotiation skills) and Time management.
Case handling Priorize by eldest, then by priority and look for higher value services (more complex requests).
SLA Assure Response to Requester time is met.
Monitor practice queue & provide feedback as issues arise.
SME - Deep dive technical expertise within Specialization.
Practice performance contribute to the development of the practice. Deliver trainings and ToIs to Team.
Ability to anticipate / capture / consolidate trends and communicate to VCSE.
CSAT Encourage survey participation and follow up when LSFU is encountered.
All requests should have existing Case and if needed Deal ID.
Who You'll Work With
Working Across Boundaries
Build relationship with other GVE Teams, field teams, architecture team, Business Units(BUs) and Partners.
BU related : raise requests to BU, provide feedback on health of BU relationship, Use existing relationships with BU resources.
Work with Lead SME to redeliver BU trainings.
Partner relationship : Help strategic partner peers, build relationship with local partner SMEs.
SE Virtual Team attendance (both online or physical). Redeliver knowledge obtained on Virtual Team, work with team lead on roadmap validation and to update BU contact information.
Understand about PDI, TAC and other escalation process.
Who You Are (Basic Qualifications) :
5+ years of experience with IT infrastructure
2+ years of design & implementation experience
Customer facing experience within presales or consulting
Presentation and communication skills both in Mandarin and English
Demonstrated ability to adapt to new technologies and adapt.
Technical Qualifications (required to have good skill set in 2 of the following or more) :
Cisco Routing and Switches
Cisco wireless solutions
Cisco DNA and SDA solutions