Dell Manager 2, Enterprise Technical Support in Xiamen, China

Manager 2, Enterprise Technical Support

Competitive salary

Xiamen China

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 Manager 2, Enterprise Technical Support on our APJ Client Upsell team in Xiamen.

We go out of our way to give our customers the help they need. Our Enterprise Technical Support team specializes in our most highly technical and sophisticated products – from IT hardware and software to servers, networking, storage and the cloud. Issues can span installation, operation, configuration, customization, performance and usage. Fully trained on the latest upgrades or new products, the team can diagnose the problem and recommend the right solution remotely by telephone, e-mail, chat or online.

Key Responsibilities

  • Develop Dell China OOP Operation

  • Achieve targets by selling, up-selling and cross-selling Dell's range of services products using consultative selling techniques.

  • Leads or acts as a significant contributor to leadership in the development of key initiatives that provide high-level results to improve business processes and customer service delivery

  • Assumes lead role on assigned projects and is responsible for determining project approach, decision on operating procedure, analytical approaches and work flow

Essential Requirements

  • BS Degree or equivalent years of experience

  • 5 plus years of experience directly managing technical support or customer support team members

  • Experience with hiring, coaching, mentoring and performance management/review of technical team members

  • Experience with developing and managing to KPI’s and SLA’s associated with technical and customer support.

  • Experience with supporting technology products highly desirable.

  • Excellent English written, spoken and presentation communication skills are a must.

  • Overwhelmingly positive outlook with ability to manage change successfully

Desirable Requirements

  • Degree Educated with sales success working in an IT focused software or advertising company- Demonstrable success in selling/leading enterprise solutions to corporate clients throughout the UK- An advanced thinker who has a thirst for knowledge and continued personal development

Benefits

We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.

If you want to be at the leading edge of technically challenging customer support, this is your opportunity to develop with Dell.

Closing date: 31 June 2018 .

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. Learn more about Diversity and Inclusion at Dell here .

Candidate responsible for the China country Upsell performance including OOP & Premium Support Operation.