Service Operations Specialist

Location: Westford, MA (preferred) / Herndon, VA (2nd option)

The Service Operations Specialist is an integral part of the Juniper Americas inside service sales team responsible to help 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 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/service sales-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.

Minimum Qualifications

- Bachelor’s degree or equivalent work experience, with at least 2-4 years of service business experience for a network or technology company.

- Experience in sales, customer service, data entry or business analytics preferred

- Strong attention to detail with demonstrated ability to organize and work on multiple projects

- Strong verbal and written communication skills.

- Strong data entry and Excel skills

- SAP, Salesforce.com, Microsoft Excel and Word preferred

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Minimum Salary: $63,360.00

Maximum Salary:$97,152.00

The pay range for this position is expected to be between $63,360.00 and $97,152.00/year; however, the base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, vacation, sick time, and parental leave. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Juniper’s pay range data is provided in accordance with local state pay transparency regulations. Juniper may post different minimum wage ranges for permanent residency petitions pursuant to US Department of Labor requirements.