Dell Manager 2, Ent Tech Services in Shanghai, China

Manager 2, Ent Tech Services

Job ID R10745

Date posted 10/11/2017

Why Work at Dell?

Endless challenges and rewards. Opportunities on six continents. A team of colleagues fueled by collaboration. All this, and a company deeply committed to integrity and responsibility.

Responsibility :

  • ​​ 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.

Qualifications:

  • 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

Our Values

When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities-all to create a compelling and rewarding work environment.

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Job ID

R10745