北京招聘

JD- Technical Support Manager

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:

? Provide direction and supervision to Technical Support Engineers and Escalation Engineers who provide the following support:
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 learnings 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
? Develop and implement new projects, policies and procedures for the department(s); and ensure that project goals are met.
? Develop an annual budget collaboratively with senior management.
? Utilize previously acquired technical experience to become actively involved in day-to-day technology team to meet schedules and resolve problems.
? Take responsibility for results, including costs, methods and staffing.
Education & Experience:

? A minimum of 8 years of experience as an individual contributor and 1 to 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 projects is required.
? Competent in using Japanese as working language.

You can send resume to hr@otconsultancy.com

Orange Tree Consultancy is an international Investment Holding company representing a group of companies in the software & services sector and telecom sector. Our clients are now embarking their long-term growth strategy in China and are seeking the following professionals to be part of their Organization in China.