Title: Technical Support Manager-某世界500强外企Location: ShanghaiGENERAL SUMMARY ·Manages a group or department of individual contributors and/or supervisors within an area of functional, technical or product expertise. ·Provides technical problem support, management, resolution and communication as appropriate. ·PRINCIPAL DUTIES AND RESPONSIBILITIES ·Manages the activities of a group or department of individual contributors and/or supervisors responsible for providing on-site/remote support in resolving customer issues when problems have been escalated and the first line product support in the field has failed to identify or fix equipment or software issues. Provides customer support for moderately complex technical issues and problems. ·Accountable for operational results 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. ·Identifies issues, provides input and makes recommendations regarding Technical Support programs, tools, projects, products, process, metrics, standards and customers. Ensures that all issues are escalated in accordance with policy and procedures. ·Ensures that technical support programs are current with regard to upgrades, new product releases, trends, practices and cost. ·Collaborates with other managers, internally and occasionally externally, 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 does not require a high degree of on site customer contact. ·Accountable for scheduling, work plans, technical direction, staffing, and performance management/development of employees in assigned areas. ·Performs other related duties as assigned. ·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. 有意者可加或者msn详聊QQ：1426740129msn:[email protected]
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