Key Objective:
Build, manage, lead, and develop a team of highly technical and talented support engineers
Hire and retain the best technical talents
Provide technical and career development guidance to team members
Create healthy and productive team culture
Motivate team members for best performance
Manage and resolve possible internal and external conflicts
Deliver outstanding technical support services to company customers through the internet or by phone
Own and manage customer escalations
Monitor and mentor team members¡¯ customer interactions
Assure timely and appropriate solutions to customer service requests
Identify training needs and formulate training plans
Follow and enhance customer support processes and tools
Build and maintain strong collateral relationships with other product support and research and development teams
Build and maintain supportive relationships with up and down stream support teams and R&D teams
Cooperate efficiently with other teams to resolve customer issues asap
Source other teams for product knowledge and technical skills.
Qualifications:
Strong people management and communication skills with at least 2 year of management background;
- Good leadership in motivating, coaching, and developing individuals and leading team to outstanding performance;
- Excellent analytical skills and detail orientation, with a result-oriented mindset;.
- At least 7 years of software product background, preferably in EBS with Financial and/or Manufacturing focus;
- Fluent English and Mandarin in both speaking and writing;
- Bachelor/Master degree in Engineering / Computer Science / Science or equivalent;
- Customer support experience a high plus;
- Demonstration of good ability to adapt to changes;
- Self starter, who can, after initial training, hit the ground and run, and can learn and act independently
发表于 2011-11-21 16:45:04
