Description
The Global Support Delivery organization is chartered with delivering industry leading customer support and value-added services to optimize the Total Customer Experience for our HP software customers. GSD is laser focused on achieving this primary mission.
Global Services Delivery (GSD) has dedicated software support professionals responsible for the support delivery value chain. Our primary goal is to ensure HP delivers against the expectations customers have, relative to the foundation support services they have purchased (post sales technical support). The ultimate measure of success of GSD is our ability to deliver industry leading customer satisfaction, with industry leading employee satisfaction, at best-in-class cost structures.
This position is to join the GDCC GSD team working with customers across in Japan and Asia Pacific. He/she will work with the GSD APJ manager to develop work plans and release plans for the members of the team.
Responsibilities:
- Monitor and direct day-to-day activities of the team.
- Communicate progress to the Support project manager on customer side in Japan and Asia Pacific.
- Direct training activities for the team to support current and potential future assignments.
- To achieve industry leading customer satisfaction and loyalty through delivery of high level technical support to HP Software customers.
- Participate in customer communications, in understanding complex elements of a customer's business and applying experience.
- Participate in the Escalation Process with Management/Executive level communication to customer key internal stakeholders as needed.
- Ensure that the systems and processes established provide a positive customer experience.
- Partner with Regional managers to provide input for and receive feedback from proactive meetings with key customers.
- Develop improvement plans to address customer issues and dissatisfaction with Support and Product issues.
- Ensure that the key metrics set by GSD organization are met or exceeded targets.
- Facilitate the success of other parts of HP through collaborative problem solving, knowledge sharing, mentoring and proactive activities.
Qualifications
Required Qualifications:
- Bachelors Degree education level at least.
- Documenting knowledge for sharing with customers.
- Fluent in spoken and written English
- Acceptable Japanese speaking skill
- Possess at least 2 years of team leadership role, having the ability to display good communication and interpersonal skills, as well as strong priority setting and delegation skills.
- Ability and desire to communicate effectively with people
- Possess strong escalation management experience.
- Excellent problem solving skills; analytical and diagnostic ability.
- Deliver effective information to the customers via the telephone, e-mail, and/or web.
- Knowledge of server platform such as Windows 2003 or UNIX.
- Having strong mindset of customer first and productivity improvement.
- Dynamic, resourceful and self-motivated individual.
- Ability to multi-task in a dynamic environment.
Preferable Qualifications:
- Fluent in spoken and/or written in at least 1 of the following regional languages: Korean, Japanese, Cantonese.
- Experience of technical support and customer communication, especially Japanese customer support experience.
- Knowledge of HP Software products.
- Knowledge of Networking, Database (Oracle or SQL), or internet services technologies (JAVA XML)
We highly value candidates with a demonstrated ability to contribute over and above the core role and job definition. |