Dell Manager 2, Ent Tech Services in Shanghai, China
Manager 2, Ent Tech Services
Job ID R10745
Date posted 10/11/2017
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Manages the activities of a group or department of individual contributors responsible for providing remote support in resolving customer issues when problems have been identified and escalated.
Directs the efforts of Technical Support Engineers engaged in post-sales activities and escalations.
Maintains management awareness of problems and situations. Secures and allocates Midrange Storage (and/or Strategically Aligned Businesses) technical support as needed to maximize investment and customer experience.
Manages a team of direct reports. Conducts salary and performance reviews. Acts as a coach and mentor to employees within assigned span of control. Forecasts personnel requirements through maintaining effective communication with stakeholder organizations. Communicates and enforces all Customer Service policies and procedures.
Accountable for operational results in terms of group performance standards/metrics, customer satisfaction and budget/expenses.
Manages the coordination, implementation, administration and execution of technical support programs, personnel, communications, projects, products, performance metrics/standards, as well as strategic policies and directives for assigned areas. Requires complete fundamental knowledge and awareness of goals and objectives
Participate in short and long term planning for assigned area. Identifies issues, provides input and makes recommendations regarding Technical Support programs, tools, projects, products, process, metrics, standards and customers. Ensures that all issues are escalated in accordance with policy and procedures.
Ensures that technical support programs are current with regard to upgrades, new product releases, trends, practices and cost.
Maintains high level of awareness of service issues effecting Midrange Storage environment including proactive problem avoidance behavior and maintenance practices.
As a 24X7X365 organization, shift work, holidays and on-call responsibilities may be required as well as occasional travel to customer sites.
Understanding of Midrange Storage products and solutions
Excellent written and verbal communication
Possess excellent logic and data analysis capabilities
Customer facing experience
Ability to work in a fast-pace and high-pressure environment
Problem solving – Ability to be resourceful and “figure things out”
Self-confidence – Ability to express opinions and influence effectively
Professional demeanor – punctuality, professional attire
Education Required: Bachelors (Tech) or equivalent
Experience Required: 3-6 Years
Physical Requirements: No
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