Dell Technology Service Manager in Shanghai, China

Technology Service Manager

Competitive salary

Location: Shanghai COE

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Technology Service Manager on our Account Service Management team in Shanghai COE.

Dell customers expect great things from both our products and our services. Account Services Management is all about managing and overseeing seamless service delivery processes. It’s a hugely varied field of work. Processes range from incident management to change management, from configuration management to customer management. The team makes sure disputes and technical issues are resolved. We also provide excellent communication to the customer around every activity – from the tactical to the strategic.

Key Responsibilities

  • Under moderate supervision, is responsible for remote service account management for specific assets within assigned accounts.

  • Responsible for coordinating and communicating across business units within Dell EMC, to include updates to Dell EMC Sales, Field Customer Service, and working with Dell EMC Remote Support.

  • Responsible for developing and maintaining relationships with and on behalf of the customer. This may include people in different departments in-and outside of IT, and it may vary by assignment.

  • Provide service report and review to customers via teleconference. These reviews will include, but are not limited to, Summary of open and closed service requests by month, Verification of operating environment Software against target code recommendations, Contract status, including start/end dates and other basic contract details. Data and reports will be delivered via MyService360®.

  • The TSM assists Customer in coordinating the implementation of the Dell EMC recommendations provided in system maintenance service, including the following:Documenting the Customer’s current operating environment Software version for the covered Product and identifying Dell EMC’s current target code version(s);Identifying applicable Product notifications, including Technical Advisories (DTAs), Field Change Orders (FCOs), Security Advisories (DSAs) and End of Service Life;Providing scheduling assistance for FCOs; andVerifying ESRS remote connectivity status.

  • Responsible for assisting with any SR's the customer believes are not being responded to in a timely manner.

  • Responsible for Onboarding assistance consisting of (i) verifying the accuracy of relevant Customer support information such as account name, business unit identification, address, authorized contacts and other basic onboarding and set-up details: and (ii) explaining how to contact Dell EMC and open service requests.

  • Responsible for ensuring that the value-add of the program and their service are communicated and accepted by customers.

  • Manage multiple work streams and tasks daily, prioritizing and aligning to customer needs.

Essential Requirements

  • Undergraduate

  • Relevant working experience at least 2 years

  • Fluent speaking and written English

Desirable Requirements

  • Prefer candidate with experience of Technical Support or Field service