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Senior Manager, Technical Support
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Apply Position : Senior Manager, Technical Support |
Salary : Competitive |
JobRef : 15048 |
Date : 07 January 2012 |
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Minimum Language Requirements :
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Location : Dalian |
Department : Technical Support, Services
Reports to : Director, Japan Consumer Support
Base Location : Dalian
Leadership: lead 25 employees for both Japan & Korea team, non-sales team
Duties
Responsible for overseeing L1 engineers who diagnose, troubleshoot, and repair customers’ PC problems reported via email, chat or voice channel. Major responsibilities include, but are not limited to, the following:
• Manage the team to resolve customers reported technical and non-technical problems in productive and quality manner, and obtain maximum customer satisfaction.
• Provide training and coaching to technical support engineers to assure quality support to customers.
• Actively manage the team morale to sustain high service quality.
• Review documentation for technical publications and ensure the technical policy is accurately followed.
• Proactively manage the team performance and drive the team to deliver performance metrics to attain the goal.
• Manage assigned key metrics for the department. Coordinate cross team efforts to do an end to end deep dive analysis, develop the action plan based on the root cause identified and drive the execution to improve the performance of the whole department.
• Provide leadership to review, architect, develop and deploy stable processes to guide the whole department to attain the goals.
Required Education and Experiences
• Possess excellent communication skills and the ability to work with diverse range of people with varying levels of technical understanding and ability in international environment.
• Must be able to perform with high competence under stressful conditions.
• Able to motivate others in sensitive situations.
• Must have strong analytical skill. Six Sigma or similar process improvement experience is preferred.
• Strong leadership with a sound technical background and experience. Minimum 6 year of team management experience.
• Prefer at least 6 years directly related experience in Technical Support and/or Call Center operations.
• Excellent written and spoken Japanese is a must, must be fluent in English.
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