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 [原创]Senior Manager, Technical Support ---大连 |
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maniasap
头衔: 海归上尉
声望: 学员
加入时间: 2007/12/27
文章: 54
海归分: 7315
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作者：maniasap 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
msn: [email protected]
e-mail: [email protected]
mobile:15898180717
猎头博客： https://celica.blog.sohu.com
这个职位是Technical Support, Services（技术服务部门）的Snr Manager
Report 给日本的Director
base 在大连
主要职责是督导一线的TSE，他们对于客户在PC问题的解决方面的质量情况。
管理团队，给团队TRAINING, 团队建设等等方面的工作
条件：
跨国公司工作经验，具有良好的沟通协调能力，善于和不同的人打交道，熟悉技术
具有很高的执行力，能够在重压下工作
具有团队建设、员工心态调整的能力
具有很强的分析能力，6 SIGMA 或者相关经验
很强的技术背景及管理经验，至少6年以上的团队管理经验
PREFER6年以上的直接的TSE或者call center的团队管理经验
日英双语，日语写作、口语都要好，英语口语好
Department : Technical Support, Services
base Location : Dalian
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.
作者：maniasap 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
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 [原创]Senior Manager, Technical Support ---大连 -- maniasap - (2482 Byte) 2008-7-31 周四, 15:29 (1044 reads)
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