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Field Service Manager

Tokyo, Japan 掲載日 07/19/2021

At Dell Technologies, we take pride in providing our customers with a quality of service that more than matches the quality of our products. Our Field Service team is integral to making sure the service to our customers is seamless, responsive and focused. Taking our technical skills to customer sites, we’re responsible for everything from installation, configuration and integration, through to maintenance, troubleshooting and repair. Customers see us as a trusted liaison who can understand their precise needs on a host of admin and technical matters. We also work closely with our designers, solution managers and sales specialists to provide solutions.

Join us to do the best work of your career and make a profound social impact as a Field Service Manager in Tokyo.

Position Scope:

  • This role manage Field Service Team and Service Provider Accounts to maintain and increase customer satisfaction.

  • Promote development of strong cooperative relationship with local Sales, deployment services, technical operations organizations, global escalation team and oversea technical support engineering in English. Act as a management coach for direct reports and builds a strong management culture. Support and represent Dell Technologies management philosophy and culture with a primary focus on delivering a high-quality customer experience while meeting SLA’s and service contract obligations.

  • Manage direct reports (Field Service Engineers) responsible for onsite installation, maintenance and repair of Dell Technologies equipment and account management.

  • Coach, train, recruit and manage a technical team of engineers. Manage day to day activity of the team, directing resources, managing individual development, approval of expenses and providing formal and informal feedback. Conduct salary and performance reviews. Act as a coach and mentor to managers in the area. Guide the creation and implementation of individual career development plans. Schedule training as needed and responsible for the achievement of area customer satisfaction goal.

  • Responsible for the area expense and headcount goals. Forecasts personnel requirements through maintaining effective communication with Sales, Deployment Services and other Service organizations.

  • Ensure continued high levels of customer satisfaction through both direct and indirect contact at the adequate management level. Maintains close customer contact during problem situations.

  • Assist the Sales organization as needed when presenting to potential customers. Resolves account management problems. Provides Strategic Account interface as assigned. Attend sales periodic reviews to be aware of sales situation, plan for required resources allocation and make sure that the Customer Service is represented in the Integrated Sales Cycle.

  • Develop training plans based on program management and New Product Introduction inputs in order that the area field technical force is ready to handle all Dell Technologies announced products.

  • Manage effective use of resources while enabling rapid response to challenging customer and sales requests. Optimize resource allocation; continuously evaluate technical support needs to develop needed technician skill sets in all regions, while ensuring customer satisfaction.

  • Be a change agent: Improve customer service quality by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results. Analyze and streamline processes to measure and manage operating costs. Improve existing product quality feedback loop to ensure product issues are communicated to the engineering/manufacturing/quality teams efficiently.

  • Prepare and complete action plans, improving productivity, quality of customer-service standards. Meet financial objectives by forecasting revenue & expenses, budgeting, and scheduling expenditures. Interface with customers on critical issues. Analyze technical issues, escalate them, propose and implement solutions

  • Maintain management awareness of problems and situations. Secure and allocate area resources as needed to minimize product downtime, and perform required scheduled activities. Main escalation interface to the corporate technical support management group, to make sure that adequate resources from field and tech support are allocated to problem resolution, and to improve as required the co-operation procedures between field and corporate technical function

Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

  • Customer management skills to manage and diffuse difficult situations

  • Mentoring/Coaching skills

  • Leadership skills to motivate, support and empower people

  • Communication skills including English to provide a powerful, positive and effective professional image to the internal and external stakeholders

  • Business level English (Reading/Writing/Speaking)

  • Fluent level Japanese (Reading/Writing/Speaking)

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here.

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 Equal Employment Opportunity Policy here.

Job Family: Product-Services Global-Services Services Job ID: R120834




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