JOB INFORMATION
求人情報

求人番号 74987-011

IT・通信業界

外資系 ハードウエアベンダー

Enterprise Technical Support Director

  • 年収
    〜 2000万円
  • 勤務地
    東京都 神奈川県
  • 英語力
    上級

外資系ハードウェアベンダーのEnterprise Technical Support Directorのポジションです。関連業務にて14年以上のご経験が必須となります。

職務内容
RESPONSIBILITIES
Directs, manages and provides thought leadership to mid-level leaders that lead cross-functional teams domestically and/or globally. May work with executive leadership, develops, directs and drives key business strategies that provide the highest level of improvement to business processes and customer service delivery. Defines and drives performance standards and process improvements across the entire technical support organization. Assumes lead or consultative role within multiple major projects and oversees the project approach, decision on operating procedure, analytical approaches and work flow. Accountable for operational results in terms of customer satisfaction, expenses, budget, performance standards/metrics, services, programs and employees.
<Job Desctiption>
Oversees the support of customers encountering highly technical problems utilizing IT hardware, software, servers, networking, storage and cloud. Supervises representatives that are answering customer inquiries, primarily over the telephone, e-mail, chat or online. Establishes and maintains systems that provide solutions to customer questions and problems. Reports new or recurring problems to design departments. Ensures representatives are properly trained when old products are upgraded or new products are released. Selects, develops and evaluates personnel to ensure the efficient operation of the function. Analyzes and responds to operational, productivity and/or customer satisfaction data. Responsibilities
・ Directs, manages and provides thought leadership to mid-level leaders that lead cross- functional teams domestically and/or globally
・May work with executive leadership, develops, directs and drives key business strategies that provide the highest level of improvement to business processes and customer service delivery
・Defines and drives performance standards and process improvements across the entire technical support organization - Assumes lead or consultative role within multiple major projects and oversees the project approach, decision on operating procedure, analytical approaches and work flow
・Accountable for operational results in terms of customer satisfaction, expenses, budget, performance standards/metrics, services, programs and employees
応募条件
・Expert leadership and team building skills
・Expert project management skills
・Extensive knowledge of product lines and technical knowledge
・Expert customer service skills
・Ability to work effectively with senior management
・Possesses operational command of the business Ability to work cross-functionally
・Typically 14+ years of relevant experience or equivalent combination of education and work experience - Typically requires 7+ years diversified leadership, planning, communication, organization and people motivation skill (or equivalent experience) - May require product certification
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