Advisor, Project/Program ManagementKawasaki, 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
Dell Technologies is a unique family of businesses that helps organizations and individuals build their digital future and transform how they work, live and play—providing customers with the industry’s broadest and most innovative technology and services portfolio. We value our customers, winning together, innovation, results and integrity. Grow your career with a highly competitive salary, bonus programs, world-class benefits and unparalleled learning and development opportunities— all at a company that is proud to be diverse and inclusive. Learn more on how we are closing the diversity gaphere.
Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Employment Opportunity Policyhere.