Support Manager - Live Optics
Dell EMC -
Cairo, EgyptPosted 5 years ago58People have clicked1 open position
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Job Description
Key Responsibilities
- Manages the hiring, staffing and management of a diverse and effective workforce to achieve operational and strategic goals of the group.
- Resolves and directs technical and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer-based satisfaction. Handles and resolves customer escalations as appropriate.
- Responsible for achieving target customer satisfaction levels within the technical support organization and communicating ongoing support-related status and metrics.
- Responsible for setting Support policy and process to ensure smooth business operations.
- Develops plans and objectives and participates in cross-functional projects and business initiatives to improve operational performance for the organization.
- Assists in the development and implementation of strategic plans, initiatives, and direction based on qualitative and quantitative trend data or senior-level direction.
- Works with customers and collaborates with internal teams to bring awareness to and resolve customer issues.
Job Requirements
Essential Requirements
- Typically 10+ years of relevant professional experience or equivalent combination of education and work experience
- 4+ years of leadership experience
- Strong ability to develop and lead/build a team to deliver key business results
- Comprehensive customer service skills.
- Strong drive for results and ability to make/drive decisions
- Strong communication and interpersonal skills
- Strong technical background and ability to learn new technologies quickly.
Desirable Requirements
- Knowledge of data center infrastructure and operations: Server, Virtualization, Storage, Workloads, Data Protection, Performance, etc.
- Commercial or Enterprise Technical Support experience