||・ Applies technical expertise in order to resolve highly complex customer issues by coordinating the technical support between the field and Customer Service managers.
・ Interfaces with Senior Management, Engineering, Sales, Marketing, Customer Service and customers to resolve business, and technical issues on all products and services.
・ Manages activities of individual contributors with assigned team. Controls and directs internal resources in terms of setting time requirements and expectations.
・ Assist with the selection and training of Customer Support Managers assigned to a geographic region or country. Trains less experienced team members in working customer issues through to resolution.
・ Prepares and presents key business issues to senior management to provide and obtain information and to build consensus regarding project direction.
・ Identifies and facilitates the route of all technical queries and problem resolution from the customer to Corporate Technical Support and Engineering.
・ Ensures suitable level of service personnel and activity during problem resolution at all locations. Accountable for operational results in terms of expenses, budget, performance standards/metrics, customer satisfaction and employees.
・ Oversees the coordination, administration and execution of customer support programs, products, projects, process, performance metrics/standards for assigned area.
・ Integrates customer and Dell technology business requirements with technical requirements to determine best course of action when resolving customer issue.
(to be continued to the requirement part (応募資格))