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Dell Team Manager【Advanced Resolution Services】 in Tokyo, Japan

Team Manager 【Advanced Resolution Services】

The successful candidate for this role will lead the Japan Advanced Resolution Services Team. The Team Manager will ensure customer escalations are handled in an efficient, effective, & professional manner to minimize customer impact and maximize future customer loyalty. The role requires the effective coordination, managerial oversight, and associated incident/escalation management on a 24/7 basis to support customers who have purchased the Dell Client products, or any other customer escalation that meets pre-determined, internal criteria. This Manager will leverage established Dell internal and commercial best practices to streamline workflows to continuously improve operational procedures. The successful candidate will continue to improve knowledge and certifications of various key areas, particularly as they relate to the Dell Client Procedures and policies, and how they fit into Dell Customers’ IT Service Lifecycles.

Essential Duties and Responsibilities:

  • Ensure that each direct report employee has access to every facet of their respectively required job functions (hardware, software, systems access, tools, workspace, training, defined processes, escalation paths, etc.) to perform effectively

  • Provide escalation support when requested, particularly when involving Dell Sr. Executives or complex solutioning beyond the prowess of the RM

  • Facilitate a professional approach to all customer situations and ensure commitments are set accordingly and adhered to

  • Ensure contractual service support requirements are understood, managed and delivered, and develop and sustain a work environment that avoids over-delivery through effective expectation management

  • Facilitate collaboration with all other facets of the Dell Support Organization through agreed processes

  • Continuously identify and drive improvement to existing service processes and procedures by identifying CLCA opportunities, coaching targets and training gaps

  • Document best practices and knowledge base articles to drive service improvements

  • Collaborate with the wider Regional (EMEA, ABU or APJC) and Global Services network to ensure best practices are in use at all times

  • Drive all required Critical Success Factors and Key Performance Indicators and provide in Root Cause Analysis, CLCA analysis and feedback as needed

  • Drive all direct report employees’ continual technical and business-skills improvement through targeted training and certification (based on the needs of the business)

  • Continuously advise senior management on potential process / tool / personnel improvements that could streamline operations

  • Provide organizational reporting to senior management as required

  • Participate in Project Management initiatives as they relate to Resolution Management

Desired Qualifications:

  • Excellent command of English and Japanese, ability to effectively communicate at all levels (written and verbal), including an excellent telephone manner.

  • Excellent soft skills and presentation skills are required, as this position will closely interact with the sales team, customers, and management.

  • Excellent customer management skills in managing expectations and ensuring a high degree of customer experience.

  • Experience in a technical support function (E.g. Quality lead, tech mentor, case mentor, dispatcher, Technical Account Manager, Etc.) or equivalent Services industry experience required

  • Experience in a Support Leadership function required

  • Substantial experience with the Dell Support Model strongly preferred

  • A Bachelor’s Degree in MIS, Computer Science or equivalent experience in related field is required.

  • ITIL Foundation v.3 certification preferred

  • At least one Advanced Technical Certification (MCITP, CCNA, VCP, etc.) strongly preferred

  • At least one Advanced Managerial Certification (ITIL Intermediate/Practitioner, Six Sigma, PMP, etc.) strongly preferred

  • Possess a Customer-Focused mentality and a willingness to provide prioritization, planning, coordination, ownership and accountability for each escalation handled with tact and diplomacy at all times

  • Experience working in large technical support organizations preferred; able to quickly become effectively agile within the Dell Support Resolution Team and beyond the organizational boundaries

  • Strong analytical / technical problem solving and troubleshooting skills across the wide range of industry hardware and software, with an emphasis on all Dell product offerings

  • Proven business acumen, intellectual capability, verbal and written communication / customer support / interpersonal / presentation / conflict resolution skills

  • Self-starter that is willing to learn and able to manage ambiguity and operate effectively with little supervision

  • Strong technical knowledge and understanding of Enterprise and Client Hardware/Software technology

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here (https://jobs.dell.com/diversity-and-inclusion) .

Application closing date: 31 October 2021

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here (https://jobs.dell.com/equal-employment-opportunity-policy-statement) .

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