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 大型网络公司GM招聘年薪60W |
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Gavin_liu
头衔: 海归上尉
性别: 
加入时间: 2008/12/11
文章: 92
来自: dalian
海归分: 8953
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作者：Gavin_liu 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
Job Summary:
As a Manager of Technical Support you provide direct supervision to Technical Support Engineers and Escalation Engineers in the function. Technical Support Engineers work individually and as part of a team committed to diagnosing, reproducing, and fixing customer software and hardware issues. They troubleshoot protocols running on NetApp hardware to assist customer with problem isolation and resolution. Escalation Engineers provide engineering support, to large and strategically important customers, customer support personnel, and field support staff who are focused on diagnosing, troubleshooting, repairing and debugging NetApp products. The Manager of Technical Support must possess excellent customer service skills and technology know-how needed to work successfully in high-pressure, time sensitive situations where customer satisfaction is the ultimate goal. In addition, to be successful, you must have the ability to function successfully as a team leader, and desire to develop in a manager role.
Essential Functions:
• A major part of your responsibility will be to provide oversight to a group or groups of Technical Support Engineers and Escalation Engineers responsible for:
o Resolve Warranty, Top Enterprise and SupportEdge Premium customer problems via the telephone, the web or Autosupport.
o Research customer issues in a timely manner and follow up directly with the customer with recommendations and action plans.
o Create new knowledgebase articles to capture new learning’s for reuse throughout the center.
o Participate in technical communications within the Technical Support Engineering team to share best practices and learn about new technologies and complimentary storage applications.
o Respond to situations where NetApp product support has been unable to solve customer’s technical issues.
o Provide a high level of proactive and reactive services by building relationships with the customer to best serve their needs
• Establish operational objectives and work plans, and delegate assignments to subordinate managers.
• Develop, modify and execute company policies that will positively affect immediate operations.
• Implement new projects, policies and procedures for the department(s); and ensure that project goals are met.
• Develop proposed budgets for approval and assure adherence once budget is approved.
• Utilize previously technical, project management, and people management experience to actively lead regional and global projects.
• Take responsibility for results, including costs, methods and staffing.
Requirements:
• Excellent written and verbal communication skills.
• Customer service experience working with customers in high stress or ambiguous situations on complex problems.
• A clear understanding of the product development cycle, technical requirements and project management.
• Experience with, or overall understanding of:
o NFS, the UNIX remote file sharing protocol
o CIFS, the Windows NT remote file sharing protocol
o TCP/IP
o Networking
o RAID
o Microsoft Exchange and/or Veritas software.
• A strong understanding of concepts related to computer architecture through implementation.
• Experience with developing budgets and predicting project costs.
• A demonstrated ability to manage professional level employees.
Management and Interaction:
• Management:
o This position is responsible for managing many tasks for multiple large groups, a department or departments, or a function within a country or global geographic area.
o The focus of this role is on creating and influencing strategy and policy.
o The potential impact of decisions made by this individual has significant operational or financial impact.
o This individual will apply in-depth knowledge to solve broad issues that are complex in scope, and establish medium to long- range plans.
• Interaction:
o This individual must work effectively with Staff to Vice President level employees and employees within and outside of their function and organization.
o Utilizes people skills and available people manager tools to critically impact the growth of an individual within the company and career.
o This individual must demonstrate favorable results through providing leadership to the function.
Education & Experience:
• A minimum of 10 years of experience as an individual contributor and a minimum of 5 years as a people manager is required.
• A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field; or equivalent related experience is required.
• Demonstrated ability to manage multiple, critical projects is required.
有意者请联系我
tel；0411-82580627-603
gavin-liu
或加msn；[email protected]
作者：Gavin_liu 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
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 大型网络公司GM招聘年薪60W -- Gavin_liu - (4776 Byte) 2009-9-09 周三, 14:43 (1762 reads)
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