Dell Customer Support Manager 2 in Shanghai, China

Provides focus with Dell technology for all service issues to our internal and external customers. Acts as Dell technology''s ambassador/laision to the customer and as the customer''s representative within Dell technology. Applies technical expertise in order to resolve moderately complex customer issues by coordinating the technical support between the field and Customer Service managers. Interfaces with Senior Management, Engineering, Sales, Marketing, Customer Service and customers to resolve business, and technical issues on all products and services.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

  • Analyzes customer technical problems with respect to business, operational and financial areas of customer service and has responsibility for making decisions relating to these issues. Controls and directs internal resources in terms of setting time requirements and expectations.

  • Coordinates activities with Account Personnel from Sales, System Engineering, TSG and Customer Service to ensure all customer needs are met. Acts as point of escalation for front line issues and concerns on specific problems relating to assigned region or country and is responsible for ensuring follow up and fault resolution. Coordinates all aspects of ongoing service issues, technical assistance and direction to customers regarding Dell technology products.

  • Ensures suitable level of service personnel and activity during problem resolution at all locations. Prepares and presents key business issues to senior management to provide and obtain information and to build consensus regarding project direction.

  • Identifies and facilitates the route of all technical queries and problem resolution from the customer / field to Corporate Technical Support and Engineering. Advises Dell technology senior management of any developments and action plans. Generates support plans to resolve complex service related problems.

  • Integrates customer and Dell technology business requirements with technical requirements to determine best course of action when resolving customer issue. Enables sales by positioning solutions to protect Dell technology product image while identifying sales opportunities. Gather customer intelligence on sensitivities and expectations.

  • Travel to customer sites and Dell technology offices as required. Performs other duties as required. Will carry a pager and will likely be called upon during off-hours to become actively involved in resolving a customer issue.

  • Dell technology Proven Professional Certification desired.

SKILLS REQUIRED:

  • 5 years experience in a Customer Service role, preferably in a Team Lead position within a Technology company

  • Excellent business writing skills – this is a MUST

  • Must have very good organizational skills.

  • A strong Customer Service background.

  • You will have a Customer First attitude.

  • Ability to work independently as well as being team oriented.

  • You must be confident and capable to act quickly and make decisions independently as they arise.

  • You will have excellent Communication skills.

  • You will be required to Present in front of our leadership team therefor you will poses strong presentation skills.

  • Sense of urgency and ability to turn around situations quickly is a MUST

  • Be energetic and have a good attitude to work

Education Required: Bachelors

Experience Required: 5+ years relevant experience