Team Manager(职位编号：801920)
微软全球技术支持中心 （APGC CSS）
- 公司规模：500-1000人
- 公司行业：计算机软件
职位信息
- 发布日期：2012-08-23
- 工作地点：上海
- 招聘人数：1
- 工作经验：八年以上
- 学历要求：本科
- 职位类别：售前/售后技术支持经理
职位描述
Job Category: Customer Service & Support
Location: China, Shanghai
Job ID: 801920
Product: (Not Product Specific)
Division: Services & Support
Job Description
JOB SUMMARY
This position is responsible for supervising and enhancing the performance of a team of Microsoft System Center service support in Shanghai, China. The Team Manager will monitor and enhance the performance of the team in the areas of productivity, customer satisfaction, employee satisfaction and employee development, as well as enhance the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving customer satisfaction, communication skills, and technical ability. The Team Manager will also need to work closely with the cluster lead in the region to drive CPE for Microsoft customers and partners. In addition, he/she also needs to work closely with the Premier and APGC CSS peer teams in the region on resources planning and management to ensure the success delivery of technical support needs of Microsoft.
This position requires very good communication skill to drive effective collaboration with Global CTS, Escalation teams and Product Engineering teams. The responsibilities of this position include:
- APGC Premier Support Engineer team operation
- Collaboration with Global CTS and Product team.
- Collaboration with Premier and MCS teams to ensure business growth in APGC region.
- EE skill-set development and career development, which is very important for people retain.
MAIN RESPONSIBILITIES
1. Addressing issues that affect System Center operation at the team level.
2. Working with platform Cluster Leads in the region to grow Premier Business
3. Conducting employee performance reviews/evaluations and holding regular career planning sessions with employees.
4. Collaborating with MS product/program management for troubleshooting and working out solution to fix possible product bug.
5. Working with Premier team to receive/provide feedback, allocate and plan proper resources to fulfill the support need of Premier customers.
6. Ensure team’s disciplinary operation on quality support to improve customer satisfaction.
7. Collaborating with CSS management on resources management on areas of escalations, case routing, etc.
Competencies:
- Demonstrated leadership skills and strong communication and interpersonal skills.
- People Management skill and leading the team to achieve business result with high-level coaching, culture building and collaboration skills
- Prior knowledge in at least one of the following disciplines is required: IT support organizations with Microsoft - Business Application products including Office suite, Exchange server, SharePoint Server or other technical skill strengths with an online service or network communications.
- Communication skills that allow you to take lead and control the communication with frustrated or upset customers.
Qualifications:
- 8+ years working experience in IT service or relevant industry
- 3+ years people management experience
- Must possess the ability to work independently with minimal management supervision
- Demonstrated aptitude for providing exceptional customer service in politically charged environments.
- Demonstrated knowledge and ability to manage others in all areas of an Support Engineer’s job including setting customer expectations, devising and implementing action plans, advanced technical troubleshooting, managing hot customer escalations, and professionally communicating to all parties involved
- Be willing to develop and execute a self-improvement plan on an ongoing basis to meet changing job expectations within acceptable business timeframes
- Frequent international travel required and available to travel to a customer’s site under short notice and work remotely.
- Proficiency with Microsoft Office with strengths in Outlook, Word, Excel and PowerPoint and associated applications
Technical Requirements:
- Ability to read and analyze network traces
- Must have general knowledge of Office, Windows, Lync and Networking.
Education:
- Bachelor or Master Degree in Computer Science, Electronic Engineering or equivalent experience
Microsoft is an equal opportunity employer and supports workforce diversity.
Location: China, Shanghai
Job ID: 801920
Product: (Not Product Specific)
Division: Services & Support
Job Description
JOB SUMMARY
This position is responsible for supervising and enhancing the performance of a team of Microsoft System Center service support in Shanghai, China. The Team Manager will monitor and enhance the performance of the team in the areas of productivity, customer satisfaction, employee satisfaction and employee development, as well as enhance the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving customer satisfaction, communication skills, and technical ability. The Team Manager will also need to work closely with the cluster lead in the region to drive CPE for Microsoft customers and partners. In addition, he/she also needs to work closely with the Premier and APGC CSS peer teams in the region on resources planning and management to ensure the success delivery of technical support needs of Microsoft.
This position requires very good communication skill to drive effective collaboration with Global CTS, Escalation teams and Product Engineering teams. The responsibilities of this position include:
- APGC Premier Support Engineer team operation
- Collaboration with Global CTS and Product team.
- Collaboration with Premier and MCS teams to ensure business growth in APGC region.
- EE skill-set development and career development, which is very important for people retain.
MAIN RESPONSIBILITIES
1. Addressing issues that affect System Center operation at the team level.
2. Working with platform Cluster Leads in the region to grow Premier Business
3. Conducting employee performance reviews/evaluations and holding regular career planning sessions with employees.
4. Collaborating with MS product/program management for troubleshooting and working out solution to fix possible product bug.
5. Working with Premier team to receive/provide feedback, allocate and plan proper resources to fulfill the support need of Premier customers.
6. Ensure team’s disciplinary operation on quality support to improve customer satisfaction.
7. Collaborating with CSS management on resources management on areas of escalations, case routing, etc.
Competencies:
- Demonstrated leadership skills and strong communication and interpersonal skills.
- People Management skill and leading the team to achieve business result with high-level coaching, culture building and collaboration skills
- Prior knowledge in at least one of the following disciplines is required: IT support organizations with Microsoft - Business Application products including Office suite, Exchange server, SharePoint Server or other technical skill strengths with an online service or network communications.
- Communication skills that allow you to take lead and control the communication with frustrated or upset customers.
Qualifications:
- 8+ years working experience in IT service or relevant industry
- 3+ years people management experience
- Must possess the ability to work independently with minimal management supervision
- Demonstrated aptitude for providing exceptional customer service in politically charged environments.
- Demonstrated knowledge and ability to manage others in all areas of an Support Engineer’s job including setting customer expectations, devising and implementing action plans, advanced technical troubleshooting, managing hot customer escalations, and professionally communicating to all parties involved
- Be willing to develop and execute a self-improvement plan on an ongoing basis to meet changing job expectations within acceptable business timeframes
- Frequent international travel required and available to travel to a customer’s site under short notice and work remotely.
- Proficiency with Microsoft Office with strengths in Outlook, Word, Excel and PowerPoint and associated applications
Technical Requirements:
- Ability to read and analyze network traces
- Must have general knowledge of Office, Windows, Lync and Networking.
Education:
- Bachelor or Master Degree in Computer Science, Electronic Engineering or equivalent experience
Microsoft is an equal opportunity employer and supports workforce diversity.
公司介绍
微软亚太区全球技术支持中心为个人用户、开发者、it专业人员到合作伙伴和企业级用户提供全方位、多元化的服务和技术支持。我们为微软所有上百个包括提供给企业级用户和个人用户的微软产品提供服务和技术支持。我们业务范围覆盖大中华区、亚太区、日本、美国、欧洲、中东、非洲；支持英语、普通话，粤语，泰语，韩语，北印度语 ，越南语，印度尼西亚语/马来语，塔加拉语等十种语言服务。通过直接与客户及合作伙伴联系，我们已经成为微软客户及合作伙伴体验（customer partner experience，cpe）的核心推动者，不断提升客户满意度。我们通过包括电话和在线等方式获得全球客户及合作伙伴的反馈，以此来不断完善策略、优化流程。
微软亚太区全球技术支持中心是一个于2007年8月新组建的组织,由前微软大中华区和亚太区全球技术支持中心合并共同组成。1997年11月，微软投资在上海设立微软大中华地区技术支持中心，（微软大中华区全球技术支持中心前身）这是全球500强企业在中国设立的***个全球中心。2001年10月该中心再度被提升为为微软全球技术中心，开始服务于全球的企业用户、合作伙伴和个人用户。2005年6月，增加投资在客户服务部门，客户服务部门正式加入全球技术支持中心。2007年年底，全球技术支持中心迎来了在中国的十周年庆典，并在2009年2月荣获赛迪集团颁发的“2008-2009中国技术支持服务年度成功企业”奖 。2010年3月，组织荣获赛迪集团颁发的“辉煌十年，卓越企业”奖。2010年2月至6月，参与亚太顾客服务协会的杰出顾客关系服务奖的评选，一举获得“***全球支持服务”和“***顾客满意质量体系”两项殊荣。
中心于2010年7月创建云计算技术支持与服务的专门团队，向分布于亚太各国家和地区的微软云计算服务用户提供领先于业界的高质量的技术支持和服务。2011年8月，赛迪集团为嘉奖中心在云计算技术支持及中小企业服务领域的突出成就，授予“2011年云服务创新典范企业奖”和“2011年中国中小企业服务绩效典范奖”。
作为微软全球四大技术支持中心之一，微软亚太区全球技术支持中心拥有来自21个不同的国家和地区的员工超过900人，分布在亚洲的14个城市中。
微软亚太区全球技术支持中心是一个于2007年8月新组建的组织,由前微软大中华区和亚太区全球技术支持中心合并共同组成。1997年11月，微软投资在上海设立微软大中华地区技术支持中心，（微软大中华区全球技术支持中心前身）这是全球500强企业在中国设立的***个全球中心。2001年10月该中心再度被提升为为微软全球技术中心，开始服务于全球的企业用户、合作伙伴和个人用户。2005年6月，增加投资在客户服务部门，客户服务部门正式加入全球技术支持中心。2007年年底，全球技术支持中心迎来了在中国的十周年庆典，并在2009年2月荣获赛迪集团颁发的“2008-2009中国技术支持服务年度成功企业”奖 。2010年3月，组织荣获赛迪集团颁发的“辉煌十年，卓越企业”奖。2010年2月至6月，参与亚太顾客服务协会的杰出顾客关系服务奖的评选，一举获得“***全球支持服务”和“***顾客满意质量体系”两项殊荣。
中心于2010年7月创建云计算技术支持与服务的专门团队，向分布于亚太各国家和地区的微软云计算服务用户提供领先于业界的高质量的技术支持和服务。2011年8月，赛迪集团为嘉奖中心在云计算技术支持及中小企业服务领域的突出成就，授予“2011年云服务创新典范企业奖”和“2011年中国中小企业服务绩效典范奖”。
作为微软全球四大技术支持中心之一，微软亚太区全球技术支持中心拥有来自21个不同的国家和地区的员工超过900人，分布在亚洲的14个城市中。