|
|
| Empresa: |
Microsoft |
 |
| Título del Empleo: |
Field Support Manager |
| Categoría del trabajo: |
Tecnología De Información |
| Localización del Empleo: |
Dublin - Irlanda |
| Número de Referencia de Empleo: |
FSE |
| Descipción del Empleo: |
Roles
This position is the local Microsoft software and hardware expert called upon to resolve Customer problems with the Surface Computing Device operation, installation, maintenance and repair. Provides on the spot training and assists with formal training to Customer staff as necessary. Interfaces with Enterprise Customers operations, technical and/or third party support staff. Provides technical guidance and assistance to Onsite technicians regarding installations and repairs. Manages technically challenging installations and repairs primarily in a defined geography. Monitors onsite vendor performance to SLAs. Provides guidance to field repair vendors in support of continuous process improvement. Will assess customer installation, repair, maintenance and exchange effectiveness and act as local support for the sales team to enhance the customer‘s satisfaction and experience with the Surface Computing Device.
Responsibilities:
Accountable for timely resolution of customer operational issues.
Responsible for vendor performance within a defined geography. Measures effectiveness, accuracy and efficiency of onsite technicians and their support functions.
implement the local technical training, diagnosis, troubleshooting , testing and repair methodology for the Surface Computing Devices. Monitors product performance and provides guidance to customer support staff.
• Drives implementation of best practices with repair vendors
• Drives continuous process improvement initiatives
• Assists with implementation of procedures, process changes and/or ECNs
• Provides repair/defect feedback to Mfg and engineering as well as recommendations for product improvements in coordination with design for serviceability engineering manager
• Measures the performance of the onsite vendors, intercedes on behalf of Microsoft to resolve technical and administrative issues
• Other various technical responsibilities
• Expected local travel: 50%
Contacts:
The Field Support Engineer would be expected to develop and maintain excellent communication with customers operations and support staff at all levels, VPs, GMs, Directors and Managers at Corp., work directly with Surface Computing Device sales, business and technical groups as required as well as onsite vendors and depot technical staff. This position would also represent the Surface Operations Manager as required.
|
| Habilidades: |
Qualifications Should Include:
• Minimum of 5 years of demonstrated work experience in a commercial and/or consumer service and repair environment, including high volume repair experience, account management, project management and customer service.
• BS degree in Electronics/Electrical Engineering or related field required or equivalent.
• Strong working knowledge of onsite service delivery to Enterprise level commercial and/or fast moving end user, consumer goods market place. Specific experience with repair and refurbishment.
• Demonstrated ability to manage third party service projects/programs.
• Ability to translate customer needs into an actionable plan.
• Strong demonstrated ability to write, speak and present information effectively and persuasively across communication settings.
• Demonstrated experience in ISO 9000 and quality reporting
• Experienced in the use of test equipment and software diagnostic tools..
• Experienced in PC based ATE support a plus
• Self sufficient PC skills: Excel, Word, Power Point, Visio, Outlook, etc.
• Language skills: Bilingual English and European or Asian language an advantage.
|
| Requerimientos de Idioma: |
Inglés-Avanzado
|
| Tipo de Empleo: |
Tiempo Completo
|
| Sueldo: |
No especificado
|
| Día de envío: |
07 oct 2008 |
| Nivel de Estudio: |
Licenciatura
|
| Experiencia (Años): |
5 o 7 años |
| Empresa: |
Microsoft |
| Nombre de Contacto: |
Microsoft |
| Teléfono de Contacto: |
+353 1 7064586 |
| Método de Preferencia del contacto: |
Ninguna Preferencia |
|
|
|
