Technical Support Manager
- Contract Type
- Full-time
- Salary
- Yearly 11M ~ 16M
- Hours
- 9am - 6pm. Monday - Friday
- Location
- Tokyo
- Qualifications
-
• Bachelor's degree in appropriate field such as Computer Science, Electrical or Electronic Science and Information Technologies;• 8 - 10 years’ relevant working experience in service operations in the high-tech/teleconferencing industry, with at least 5 years experience managing Service Delivery operations including Call Center / Help Desk, Field Support and Technical Escalation;• Experience managing at least 12 or more staff• A proactive Assertive personality with strong negotiation skillsxcellent customer focus• Adaptability, with the ability to work independently;• Planned and implemented Support Delivery Process;• Managed a Support group in an environment where Technical Escalation to Overseas Support / R&D group;• Fluent or Native Japanese with Fluent level of English• Demonstrated track record of effective written, verbal, and presentation communication skills;• Excellent team management and influencing skills required;• Familiar with the working environment in Japan is essential;• Demonstrated technical skills with network related technologies a major plus• Experience in the following areas is a major plus: Voice/Video conferencing industry, IP/ISDN networks, Systems and Software Support, project management, training coordination, and channel management.
- Last Updated
- 2009-11-06
Positions Summary
The Technical Support Manager will lead the Global Services delivery organization in Japan and is responsible for Customer Satisfaction through the execution of warranty support and delivery of core maintenance and Advanced Service programs for all products sold in the region. Also coordinates with Theater and Headquarter Support teams to provide services on all products. Promotes and coordinates Technical Training courses especially on the introduction of new products.
PRIMARY TASKS EM
• Work with Japanese channels as the primary point of contact and communication, externally and internally to ensure that all post sale activities are executed appropriately
• Manage ongoing service relationship with the Japanese channels
• Executive-level relationship management with strategic channels
• Interface with Company and channel management, sales, operations and support service organizations to successfully deliver against job requirements
• Key deliverables:
o Monthly review meetings for improvement all delivery metrics: cases, RMA returns, RMA NDFs, RMA usage, certification, quality
o FA report review and presentation to channels
o Major quality issues coordination and local management
o CSAT report pre-work and analysis for improvement actions
o Escalation/Trouble shooting templates – conversation to Japanese and insure channels use
o RMA and support process forms – maintain Japanese versions and insure CallCentre/T2 and channels follow processes
PRIMARY TASKS OM
• Plan and implement support program delivery for the full range of products in Japan, including:
o resource allocation,
o process development,
o controlling 3rd party field support and call center vendors,
o cost center management of the support delivery group,
• Assemble and drive the resources required to successfully support channel partners and end users;
• Responsible for technical escalation from channel partners and end users and coordinating with escalation support teams in HQ;
• Problem reproduction, issue isolation, log tracing in the Tech Support Lab;
• Coordinate with Global Services operations to establish and monitor key performance metrics
• Establish strategic direction and performance standards for Japan service team;
• Establish technical and professional development plans for team members;
Please apply through 3Yen Jobs to be considered for this position.
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