北京招聘

Job description

IBM Platform Computing is the leader in cluster, grid and cloud management software ― serving more than 2,000 of the world’s most demanding organizations. The post holder is responsible for managing a team of Support Specialists to provide first class remote post-sales support to Platform Computing customers.

Responsibilities:

Manage a support team to provide first class post-sales support to IBM Platform Computing LSF customers

Develop and grow future leaders, inspire a strong team with a mix of early career and senior team members, and provide leadership and coach to other first line managers.

Manage critical client situations and high impact escalations to ensure high customer satisfaction.

Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together.

Set clear objectives, evaluate progress and inspire a high performance culture with focus on team work, service excellence and ownership for resolving customer issues

Liaison with the internal functions including sales, product management, engineering, and other functions

Cascade business objectives and targets to the team. Provide input into the department long term strategies and encourage innovation.

Work out and execute effectively the strategic plans for team growth and operation improvement to meet business needs.

Work in different time shift upon the business needs.

Requirements:

More than 5 year’s solid experience in managing and growing a technical support team for software products of cluster, grid and/or cloud computing in various industries. Great plus to have LSF customer support management experience.

Proven experiences in taking responsibility and following up on client escalations and challenging client issues with effective management of client expectations and solution deliveries.

Effective in developing collaborative relationships internally at a variety of levels and work closely with other departments such as sales and product management

Good at priority setting and time management to meet deadlines without cutting corners.

Great mastering of technical support processes and being strategic to take innovative initiatives to improve.

Experienced and conversant in Service Level Agreements and delivery.

Excellent interpersonal and communication skills.

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Required

Bachelor's Degree

English: Fluent

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

IBM（国际商业机器公司），创立于1911年，是全球 IT 产业一家百年企业, 也是全球规模最 大的科技公司之一，业务遍及170多个国家和地区。IBM 转型成为一家认知解决方案和云平台公司，持续借助创新科技、行业专长、诚信助力商业和社会发展。2018年全年总营收达796亿美元。每年在研发领域的投资超过60亿美元。