Dell Manager 2, Enterprise Technical Services in Bengaluru, India
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Years of Exp : 12+ years
Manager 2, Ent Tech Services Bangalore Dell EMC is a collective of customer-obsessed, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities. We offer unparalleled growth and development opportunities for our team members. We believe that technology is essential for driving human progress, and we?re committed to providing that technology to people and organizations everywhere, so they can transform the way they work and live
Job Summary: Oversees the support of customers encountering highly technical problems utilizing IT hardware, software, servers, networking, storage and cloud. Supervises representatives that are answering customer inquiries, primarily over the telephone, e-mail, chat or online. Establishes and maintains systems that provide solutions to customer questions and problems. Reports new or recurring problems to design departments. Ensures representatives are properly trained when old products are upgraded or new products are released. Selects, develops and evaluates personnel to ensure the efficient operation of the function. Analyzes and responds to operational, productivity and/or customer satisfaction data.
Overall 12+ yrs of exp, 3+ years management experience leading a technical support team.
Working knowledge of technical customer support function.
Good written and oral communication skills.
Good understanding of DELL-EMC products and working knowledge
Ability to make effective decisions dealing with product and customer issues.
Ability to make high impact decisions despite incomplete or ambiguous information.
Ability to build strong cross-functional relationships across the organization.
Ability to continually drive improvement in a manner that excites and motivates people.
Strong customer service skills to address issues/escalations.
Provides guidance and recommendations that drive results to improve business processes and operations service delivery.
Solid understanding of customer service and technical support delivery models in the independent investment advisor and brokerage industry.
Ability to coach, motivate, and provide career tracking for lower level employees within the service center.
Manages the coordination of activities of a section or group with responsibility for results in terms of costs, methods, and employees.
Should be willing to work in shifts 24/7(Night Shift) environment.
Principal Duties and Responsibilities:
Leads cross-functional team(s) domestically and/or globally that encompass a variety of technical specialties requiring broad integration and product knowledge.
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 within a major project and is responsible for determining project approach, decision on operating procedure, analytical approaches and work flow.
Applies broad technical expertise across multiple disciplines coupled with an understanding of business and management principles as well as knowledge of Key Performance Indicators to help run a successful business
Manages a group or department of individual contributors and/or supervisors within an area of functional, technical or product expertise.
Provides technical problem support, management, resolution and communication as appropriate.
Manages the activities of a group or department of individual contributors and/or supervisors responsible for providing on-site/remote support in resolving customer issues when problems have been escalated and the first line product support in the field has failed to identify or fix equipment or software issues.
Provides customer support for moderately complex technical issues and problems.
Accountable for operational results in terms of group and department performance standards/metrics, customer satisfaction and budget/expenses.
Manages the coordination, implementation, administration and execution of technical support programs, personnel, communications, projects, products, performance metrics/standards, as well as strategic policies and directives for assigned areas.
Requires complete fundamental knowledge and awareness of goals and objectives.
May participate in short and long term planning for assigned area.
Identifies issues, provides input and makes recommendations regarding Technical Support programs, tools, projects, products, process, metrics, standards and customers.
Ensures that all issues are escalated in accordance with policy and procedures.
Ensures that technical support programs are current with regard to upgrades, new product releases, trends, practices and cost.
Essential requirements: Motivated, leadership qualities, organized, enthusiastic about new technologies and a results driven person, Leadership and team building skills, Comprehensive knowledge of product lines, technical knowledge, Extensive customer service skills and customer satisfaction driven, Advanced in developing and leading a team to deliver key business results