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Advisor, Project/Program Management

Kawasaki, Japan 掲載日 04/01/2021

Global Customer Field Action (GCFA) team is Customer centric execution organization part of Field Quality Management (FQM) committed to resolving systemic unique and/or proactive field quality issues, minimizing customer impact while providing tailored cost effective solutions and delivering on the Dell promise to bring excellence in customer satisfaction. GCFA is looking for a Program Manager to manage Execution piece of major Quality Related Programs in Japan.


The role oversees end to end execution and completion of Corrective Field Activity (CFA) projects in region. This function manages client relationships and is responsible for coordinating key stakeholders and resources in region with the goal of creating, coordinating and delivering custom solutions, ensuring customer satisfaction as a key deliverable at all times.

This role requires process design and implementation focus on Reverse Logistic and Float (Returned Parts) Management on top of regular Field Action execution management connected to actual service incidents creation.

This role serves as primary regional POC and escalation point for CFA execution activity and calls for heavy interaction with Dell Product Group, Customer Quality Management (CQM), Services Engineering, Segment Sales, Segment Management, Internal Dell services organizations (Materials, DSP, fulfillment), and vendor partners especially.

For each engagement, the role develops and implements a master transition plan that manages cost and schedule, coordinates project resources, and tests and implements technical solutions. Key Deliverables include, but are not limited to:

·Call customers to provide proactive notification / offer proactive replacement for a quality issue

·Identify / validate parts requirements and obtain parts commitments and approvals from service parts team

·Dispatch parts and or service to meet project schedules and budget.

·Manage service partner Quote/ Bid and for onsite service DSP readiness

·Set and manage internal stakeholder and customer expectations to minimize escalations and maximize customer experience.

·Create reporting dispatches


  • Experience working with multiple diverse organizations.
  • Skills and experience in managing complex services projects.
  • Exemplary project management skills
  • Strong customer management abilities and ability to speak in fluent Japanese even English.
  • Must have a good understanding of client and server related services, processes and related project financials.
  • In-depth ability to assess, manage and remediate project risks.
  • 5+ years relevant experience with Bachelor's Degree.
  • Work independently with minimal supervision.
  • Management experience preferred

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    Job Family: Professional-Services Global-Services Business-Support Program-Management Job ID: R094384



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