上海豪敦咨询有限公司

职位：Enterprise TS Director
发布时间：2007-04-19
工作地点：上海
信息来源：前程无忧
职位类型：全职
职位描述
上海豪敦咨询有限公司

Enterprise TS Director

电子邮箱： " target="_blank">crystal.wang@

发布日期： 2007-04-19 工作地点： 上海市

招聘人数： 若干

外语要求： 英语 薪水范围： 面议

学 历： 本科 接受简历语言： 中文和英文

职位描述：
BRIEF JOB PROFILE
Company Name:A US-based high-tech company
Job Title: Enterprise TS Director
Location: Shanghai

Be involved in developing, modifying and executing Call Center/ECC/TAM strategy. Responsible for overseeing the technical support call center to deliver post-sales technical support (for Server & Storage) to customers, and ensure the best service quality while improving the operation efficiency to drive down the cost. Be a caring manager.

JOB DESCRIPTION
Call Centre:
-Lead groups of engineers to provide call center technical support for Server & Storage products
-Manage the call center key performance such as service level and customer satisfaction, ensure a quality support environment and to obtain maximum customer based satisfaction
-Analyze and identify performance gaps, and drive improvement initiatives
-Drive down cost by improving productivity, strengthening process, and enhancing team competencies
-Perform call monitoring and audits, and ensure closed loop corrective actions are in being executed. Ensure goals and performance plans are set up to support the improvement plans.
-Responsible for the overall development, motivation, and discipline of the teams.
-Set up and maintain smooth & effective communication channel with related functions to better support business needs.
-Excellent communication skills
Enterprise Command Center (ECC)
-Lead and execute ECC team to monitor dispatch and drive On Time First Time Fix
-Anticipate emergency situation and execute plan to minimize the impact to customer
-Align global ECC and local strategy
Technical Account Management
-Lead a team of technical account managers and drive best engagement with customer and sales
-Execute case management and resolve customer's issues timely

公司简介

Company Name: An American-based global company.
诚聘以下人员：
(请勿以附件形式发送简历)

地 址： Somewhere

邮政编码： 200040

联 系 人： HR People

电子邮箱： " target="_blank">career@