| 作者 |
 Global IT Company recruit IT support Engineer (Shanghai) |
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Global IT Company recruit IT support Engineer (Shanghai) -- wendytjh - (9954 Byte) 2008-5-07 周三, 15:47 (1603 reads) |
wendytjh
头衔: 海归上尉
性别:  年龄: 46
加入时间: 2006/04/05
文章: 32
海归分: 9231
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作者：wendytjh 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
CLARiiON PREM Manager, Tech Support
GENERAL SUMMARY
Manages one or more groups or departments in an area of functional, technical or product expertise; Provides technical problem support, management, resolution and communication. Provides customer support for complex technical issues and problems
PRINCIPAL DUTIES AND RESPONSIBILITIES
Performs other related duties as assigned.
Drives the scheduling, work plans, technical direction, staffing, performance management and development of direct reports and department in assigned areas.
Serves as primary liaison with other higher level managers , internally and externally, to ensure that assigned area(s) anticipate and meet internal and external needs, operates efficiently, remains cost effective and acquires appropriate information to meet customer needs and generate accurate reports. Ensures that upper level management is aware of issues regarding programs, projects, products and customers. Role requires significant degree of on site customer contact.
Ensures that technical support programs are current regarding upgrades, new product releases, trends, practices and cost. May recommend new approaches to providing support.
Analyzes issues and trends regarding programs, products, process, and standards/metrics, and makes recommendations. Develops and implements modifications and enhancements per director level approval.
Accountable for operational results in terms of department performance standards/metrics, customer satisfaction and budgets/expenses. Drives the management and execution of technical support programs, personnel, projects, products, performance metrics/standards as well as strategic policies and directives for assigned areas. Requires complete functional knowledge and awareness of company goals and objectives.
Manages and oversees first level managers responsible for the activities of individual contributors and/or supervisors in one or more group(s) or departments. Assists with short and long term planning and strategy for assigned area(s).
SKILLS
Ability to lead, motivate and direct a workgroup.
Cross-Functional skill.
Ability to work effectively with senior management.
Leadership Skills.
Communication skills.
Organizational skills.
Customer Service skill.
Education Required: Bachelors (Tech) or equivalent
Experience Required: 8-10 Years
Physical Requirements: No
Symmetrix PREM Manager, Tech Support
Principal Duties and Responsibilities:
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Manages the activities of a group or department of individual contributors and/or supervisors responsible for providing remote/on-site support in resolving customer and technical issues.
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Accountable for operational results in a 24X7 global environment in terms of group and department 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. May participate in short and long term planning for assigned area.
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Decisions could have a moderate impact on achieving business results and may impact the short-term goals of the organization.
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Identifies issues, provides input and makes recommendations regarding Technical Support programs, tools, projects, products, process, metrics, training, standards and customers. Ensures that all issues are escalated in accordance with policy and procedures.
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Ensures that technical support programs are current with regard to upgrades, new product releases, trends, practices and cost.
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Collaborates with other managers to influence and ensure that assigned technical support area is meeting internal and external needs, operating efficiently, cost effectively and acquiring appropriate information to meet customer needs and generate accurate reports. Role will require customer contact on and offsite.
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Accountable for scheduling, work plans, technical direction, staffing, and performance management/development of employees in assigned areas.
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Performs other related duties as assigned.
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Some Weekends/Holidays and Travel may be required.
Skills:
Needs to work cross functionally, cross culturally and with peers and senior management within a matrix reporting structure. Participates in projects across the organization to execute on business objectives. Must demonstrate excellent customer service skills, organizational, interpersonal, communication, presentation skills, including a strong sense of urgency and professionalism. External contact could require face to face contact and would focus on partners, customers and vendors.
Knowledge of one or more of the following is beneficial: Storage Arrays, Networking, Host Systems/Applications (Unix or Windows), Connectivity,.
Work Experience Requirements:
A minimum of four (4) years of technical support management experience in supporting products at the enterprise level. Proven team management skills with good track record of exemplary customer satisfaction and timely problem resolution. Experience with organizational or corporate start-up customer service operations. Ability to lead, motivate and direct a workgroup.
Ability to identify and implement best practices across team members.
Education Requirements
Bachelor’s degree or equivalent experience from a reputable University/Institute.
If you're interesting, please send your English CV to [email protected]
作者：wendytjh 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
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