武汉招聘

POSITION SUMMARY

The Position: CSR
Based in: Wuhan

Reporting to: China Central Cell Delivery Manager


Position Description:


The TD CSR I provides management and service delivery support services to customer in a designated territory within a territory/accounts in order to meet customer Service Level Agreements (SLA).

He/she effectively manages all territory activities to ensure delivery of on-site support services by promoting and improving customer satisfaction.

This position is also responsible for end results; provides operational/customer service of responsible Accounts/territory. It May regularly manage through or by other supervisors or accomplishes results primarily through professional expertise and management of processes. It also needs to demonstrate the capability to applies in depth disciplinary knowledge and contributes to the development of new techniques, models and plans within area of expertise.


TDCS CSR I Grade Profile

- Integrates basic principles, theories, concepts of prefessional field with procedures and activities within own work area
- Applies research, information gathering and analysis skills to factual information
- Verifies detailed information
- Tracks, monitors and maintains data and information
- Deveops knowledge of basic principles, theories and concepts of professional field
- Develops infomraiton gatherring, research and anslysis skills
- Selects appropriate alternatives from defined options


TDCS CSR I Position and Functional Knowledge

- Identifies one or more Area of Focus (AOF) and gains functional knowledge in those areas.
- Develop working knowledge of Operating Systems such as UNIX MP-RAS , Linux , Windows and other current operating systems
- Develops and/or applies working knowledge of basic Teradata support tools including the installation of remote tools.
- Applies working knowledge of:
- Support Center procedures and troubleshooting protocol
- A small number of product domains or customer specialties
- Applies and integrates a broad understanding of Teradata features and functionality
- Developed customer interface and problem management skills
- Applies knowledge of broad Support Center policies and operations



CSR I KEY AREA OF RESPONSIBILITIES

Account Support
- Responsible for delivering all on-site services as well as interfacing directly with customers
- Provides written and oral activity reports to management and customers
- Work with senior CSR of complex Change Controls implementations such as node merge, expansion
- Develop effective working relationships at the operation level and above within the customer environment
- Investigates and resolves OS and Teradata incidents based on existing information
- Provides written and oral customized activity reports as required.

Proactive Support

- Review and analyze system logs
- Identify potential actions to resolve errors
- Create Output Action incidents
- Assist with customer report development

Technical Support
- Coordinates activities associated with product/service resolution issues
- Logs problem resolution maintains databases
- Initial problem triage
- Research knowledge base for known solutions to known problems
- Identification and management of duplicate incidents
- Populate work flow documents
- Extract logs, dumps, error files from customer systems
- Prepare and transmit source upgrade files
- Presents and gains agreement for problem isolation, solution creation and implementation plans
- Isolate standard problems
- Diagnose hardware problems
- Provide remote support to on site resources
- Provides P1 support and participates in System Recovery actions

Knowledge Management
- Identifies gaps in knowledge applications and improve it
- Create and maintain generic upgrade and change templates

Process and Infrastructure
- Participates in requirement gathering process and user testing
- Monitors incoming work queue
- Backlog management incident ownership and follow up
- Backlog management

Project/Program Management
- Work closely with senior CSR for project planning and implementation
- Works on multiple projects or a project with global scope
- Tracks, updates, communicates project status, scheduling and documentation

Customer Relations
- Develop and maintain working relations with customers in designated Accounts/territory.
- Advise customers about service and service delivery, including maintenance agreements and SLAs.
- Respond to customer opportunities, issues and complaints in a timely manner.
- Visit each assigned customer at the customer’s request or at least once a quarter.
- Develop relationships and interact with internal customers (Teradata Service Consultant, SSM, CSM, Service Management Function, Service Implementation Managers, CSO,GTS/GSC, Spare parts Management, PS leader, AE/STL etc.).

SLA Performance and Accounts delivery /Individual Productivity
- Monitor SLA performance against target for assigned accounts/territory.
- Perform root-cause analysis and preventive measures for repeated escalations.
- Analyze issues for missed targets and implement corrective actions.
- Ensures that the Teradata Environment is proactively managed to meet customer’s goals
- Engage all Teradata installations and upgrades, providing overall technical leadership for the end-to-end installation and change process
- Continue improve operation productivity with aligned global process.
- Owner of data integrity in My Work, My Time and CIS etc… Field Operation Tracking system for the assigned accounts/territory.
- SW Release Management - Set up a “Patch Cycle Process” for all mega majors or top customers.
- Comply with CC Best Practice, Implementation Planning and Reporting, SHL/ABL Updates (100%)

People Management
- Participate the teamwork and team communications, positive feedback and escalation the issue to the delivery team leader or assigned mentor .
- Participate individual and team meetings on a regular basis.
- Plan and manage vacation effectively to meet daily availability goals.

Financial Management (impacts the P&L)
- Promote and manage out of scope time-and-material (T&M) activities.
- Manage expenses effectively (overtime, T&E, parts, assets).
- Be responsible for physical assets including tools, test equipment, vehicles, etc. and service parts, both assigned (PPK) and loaned (issued on a work order).
- Manage parts usage and service parts returns including surplus stock, loaned parts and PPK adjustments.
- Manage employee-related and miscellaneous expenses.
- Support TSC in managing accounts receivable issues .

GTS/GSC and CSO Coordination
- Take accountability and lead for customer incident queues created and worked within the TACC, GSC and R&D Division.
- Conduct on-going, open communications with assigned GTS Service Coordinator on a daily basis.
- Support the GTS/GSC Service Coordinator in managing SLA performance.
- Consult with the GTS/GSC/CSO Service Coordinator on service delivery escalation, both proactive and reactive.
- Consult with the GTS Service Coordinator on the best of use of resources from the territory.

Position Requirements/ Environment

Job Requirements
- Valid Drivers' License and cleared background check and drug screen.
- Ability to work nights, weekends, overtime, flex shifts and on-call shifts are required.
Work Environment
- To service accounts within a given area and may be dispatched daily on a call-by-call basis or may establish his/her own daily schedule on the basis of automated reports.
- Conducts work at customer site(s), local Teradata offices/locations, or in a virtual environment.
Physical Environment
- May require prolonged travel, carrying and lifting a tool kit/parts of varying weights (1- 50 lbs.).
- May require bending/squatting, walking/standing /sitting for prolonged periods.
- Exposure to enclosed spaces, dust, drafts, and damp areas.

Education and Background
MANDATORY EXPERIENCE/REQUIREMENTS:

- Minimum 2 years experience and knowledge in server platform and database support related area
- Bachelor of Science Degree or equivalent experience
- Familiar and strong IT Operation knowledge of Customer in Data warehouse segment
- Current knowledge of the China customer support services industry an advantage
- Good presentation, communication, interpersonal, and problem solving skills
- Proficient written and spoken English & Chinese
- Formal academic and professional training up to bachelor level
- MS Office proficiency
- Current knowledge of the China customer support services industry is an advantage


TYPE OF PERSON: The type of person who will be successful in this role will:

- Have a proven high level of dedication and commitment.
- Be results-oriented and driven
- Display a proven ability to work under pressure
- An outstanding performer
- A well-organized and disciplined self-starter
- Be a team player that communicates openly, directly and diplomatically
- Innovative and demonstrates continuous improvement behavior and result.


Additional Technical Skills:
- Personal computer skills (Microsoft Operating Systems and Associated Office Suite Components), tools, and basic electronic skills.
- Specific hardware and operating system knowledge on assigned products.

Systems/Software
- Systems Architecture (e.g., DW Platform, Active Standby, Dual Active architecture, TD UDA etc..)
- Standard operating systems (e.g., Linux)
- Security issues (e.g., virus protection, physical and access security/VPN )
- Database management systems (e.g., SQL interfaces, remote data)
- Network and systems management systems/protocols (e.g., Ethernet, SNA, WAN)

Teradata Corporation (NYSE: TDC) is the global leader in data warehousing and analytic technologies that make smart companies smarter. Teradata provides the most knowledgeable and experienced consulting professionals, highest performing technology, industry-leading innovation, and a world-class network of customers and partners to make faster, smarter decisions that give our customers a decided competitive advantage.

Teradata offers a robust and innovative portfolio of horizontal and industry analytical applications such as data warehousing, customer management, finance and performance management, and demand and supply chain. We deliver integrated, enterprise-scale analytical solutions based on the most powerful, scalable and reliable technology platform in the industry. Every day we push analytical intelligence deeper into operational execution, enhancing process efficiency and transforming corporate culture. As a result, one of the world's largest and busiest data management environments are currently running and growing on Teradata.

We currently have over 5,500 associates in over 40 countries and a strong diversified client base of over 850 corporate customers worldwide. Our management team of passionate professionals averages over 20 years of experience. All Teradata associates are masters of solution development-deeply knowledgeable in the industries we serve and relentlessly committed to solving our customers' business and information challenges.

Our customers are the industry powerhouses that are outpacing their competitors. They join with our partners to form a worldwide collaborative network connecting every industry, market and geography with application-specific expertise and proven best practices. Teradata actively seeks partnerships with other leading innovators in software, technology and integration services to provide customers with end-to-end analytic solutions.

Teradata continues to retain Leadership Position in Data Warehouse Server Evaluation Model based on the Gartner Server Evaluation Model (SEM), as published on June 18, 2007.

公司网站： http://www.teradata.com