重庆招聘

Job Category: Customer Service & Support
Location: China, Shenzhen
Job ID: 815423
Product: (Not Product Specific)
Division: Services & Support
JOB DESCRIPTION

I. JOB SUMMARY

This position is responsible for supervising and enhancing the performance of a team of Premier Field Engineers (PFE) in 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 Enterprise Services Lead in the region to grow the Premier Support Business and penetrate into new markets. In addition, he/she also need to work closely with Premier Support Lead to drive initiatives that can improve customer experience on using Microsoft Product. Team Manager also needs to partner with other teams in the region on resources planning and management to ensure the success delivery of onsite technical needs of Premier customers.

II. MAIN RESPONSIBILITIES

- Addressing issues that affect onsite technical services at the team and the group levels.
- Working with Enterprise Services Leads in the region to grow Enterprise Business
- Conducting employee performance reviews/evaluations and holding regular career planning sessions with employees.
- Working with PFE Group management and MS product/program management to anticipate and prepare for onsite technical resources needs and to ensure the productive use of Microsoft technology at customer site.
- Working with Enterprise Services management team to allocate, plan proper resources to fulfill the need of Enterprise customers.
- Ensure the technical deliver quality of onsite technical delivery by PFE engineers and discuss any potential opportunity with Premier Management team brought back by PFE engineers.
- Working with other Microsoft engineering team management on resources sharing to maximize customer CPE or delivery efficiency.

III. QUALIFICATIONS

- 8+ years working experiences, with 4+ years in Enterprise services/Support with leading position. (Ideally have at least 2 years management experiences.)
- An understanding of support processes and customer expectations.
- Strong customer engagement and interaction skills.
- The ability to build team and motivate others.
- Developing people
- Setting goals & expectations
- Strong oral and written communication skills (both English and Mandarin).

Microsoft is an equal opportunity employer and supports workforce diversity.

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。