Technical Support Manager
Dell Technologies
Tokyo, Japan
2 日前

Technical Support Manager Japan GSE Manager is a leader with a proven record of excellence leading and developing Global Support Engineers, with a thorough understanding of the ProSupport & ProSupport Plus offerings and the ISG Compute, OS & Solution portfolios.

Day-to-day responsibilities include leading a diverse team of GSE’s in different functions (i.e. Senior & Principal Engineers) supporting all our LOBs as required, driving them to achieve their goal plans and supporting them with their workload, ensuring all the necessary tools & processes are in place so as to effectively provide a flawless ProSupport Plus experience for customers in collaboration with FL managers, TSMs, RMs, Optimise TAMs, and TS staff & leadership locally and as well representing in various Global forums.

Reporting into the Compute & OS Sr Manager, a key additional part of the role will be acting as a delegate to represent Japan in internal forums with services leadership presenting performance detail, improvement plans & initiatives, and working directly with sales & customers as appropriate, both proactively & reactively.

  • Some out-of-hours work will be expected to join the appropriate regional / global calls & forums. Primary measures will be to show ongoing improvement in customer experience;
  • productivity & warranty cost KPIs, with additional measures to show increased ProSupport / ProSupport Plus adoption rates, effective financial scaling including contact reduction initiatives both to FL and escalation rates to GSE’s in-line with our North Star and effective fostering of innovation.

    Take the first step towards your dream career Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role : Business level English & Japanese (Reading / Writing / Speaking) Experienced as a Team Lead, Technical Support Manager or equivalent, with a track record of achieving or exceeding goal plan measures, particularly people tenets.

    As leader of a technically & culturally diverse team of high performers, strong people management is key to be success in this role and ensure a positive annual eNPS.

  • Proven leadership and mentoring skills with effective verbal and written feedback. Ability to think outside the box and include other stake-holders, utilizing local, regional & global relationships to drive more effective resolution times and better CE;
  • where necessary acting as an effective leader outside of direct reporting line without overstepping the mark. Excellent customer service and people management skills with the drive to exceed customer expectations by pushing staff to provide technical mastery and unprecedented ownership.

    Good business development skills, the ability to effectively build and state a case with capacity planners, business & finance leads for appropriate, managed, organic HC scaling.

    Possess excellent problem solving, communication and organizational skills, particularly working with people as a leader and as an influencer.

    The proven ability to work cross-functionally with peers and seniors across SDS, Sales, Marketing, IPS, Engineering etc both locally and globally.

  • The ideal candidate will be flexible, dependable, innovative, have excellent time management; and possess good presentation skills and competence of relevant tools (Excel, PPT, Tableau etc) Relevant Tertiary Education desirable : Bachelors / Masters in a technology or science discipline;
  • relevant Industry certifications a bonus : Microsoft / RedHat / VMWare / Cisco. Here’s our story; now tell us yours Dell Technologies helps organizations and individuals build a brighter digital tomorrow.

    Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

    What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life while still having a life.

    We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

    We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era.

    Join us and become a part of what’s next in technology, starting today. You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here.

    Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

    All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and / or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

    Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages.

    Read the full Equal Employment Opportunity Policy here.


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