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Area Service Manager || エリア サービス マネージャー

仕事の詳細

職名 Area Service Manager || エリア サービス マネージャー
分野 社内IT ジョブ
勤務地 Japan - Tokyo
仕事における推薦者 JO-180831-170815
職種 派遣

Job Description

Company Overview
The company is the world’s leading pre-owned and third party maintenance provider for networking and data center equipment. Headquartered in the US, with offices in 12 countries across the Americas, Europe and Asia, the company is reshaping the IT industry by challenging the OEMs and their outdated end-of-life (EoL) policies. These EoL policies are forcing end-users to waste millions of dollars in unnecessary and premature technology refreshes. By disrupting the status quo and debunking EoL myths, we give control back to the end-user, giving them more choice and freedom over how they procure, maintain, and when they refresh their technology assets.

Job Description
The area service manager (ASM) manages the field engineer (FE) of the server & storage equipment that handles the customer to satisfy SLA (Service Level Agreements), and appropriately trains the engineer to ensure problem solving to the engineer Offers. We confirm that all engineers are in compliance with standard procedures and are professionally responding to customers and are at the forefront of the local support team before the incident escalates to Central Engineering (CE).
It is also ASM's responsibility to recognize the ability of team members to plan career paths and to process all documents timely and accurately.

Requirements
Duties and Responsibilities:
 Staff planning and review
 Compliance with company standards
 Local escalation
 Capacity development and management of server & storage FE
 Guarantee and monitor SLA compliance at the local level
 Confirm that there is adequate ability to respond to skills necessary in the Japanese market, and conduct training
 Monitor inventory control and comply with inventory methods
 Scheduling FE's call and technical service (spot)
 Follow up for keeping customer satisfaction
 Join a call rotation based on skill set
 Mandatory Conditions · Person being requested
 Experience generating strategic methods, strengthening / maintaining processes, and managing compliance to standard procedures throughout the organization
 English and Japanese communication skills (reading and writing) that can be adapted to different stakeholder levels within the organization
 Team management including planning, budget management, personnel management
 Ability to manage complex interactions with senior executives outside the organization
 Ability to lead, manage and motivate FE, regardless of direct authority
 Those familiar with roles and functions spanning the service delivery process
 Ability to think strategically and with powerful problem solving power
 Ability to navigate organizations and build strong relationships among groups of multiple departments

Job Requirements:
 Experience generating strategic methods, strengthening / maintaining processes, and managing compliance to standard procedures throughout the organization
 English and Japanese communication skills (reading and writing) that can be adapted to different stakeholder levels within the organization
 Team management including planning, budget management, personnel management
 Ability to manage complex interactions with senior executives outside the organization
 Ability to lead, manage and motivate FE, regardless of direct authority
 Those familiar with roles and functions spanning the service delivery process
 Ability to think strategically and with powerful problem solving power
 Ability to navigate organizations and build strong relationships among groups of multiple departments
 Required qualifications, experience, skills
 Work experience of team leader or playing manager
 Bachelor's degree welcome in related field, or equivalent IT maintenance work experience
 5 to 7 years senior operation experience
 Rich experience with C-level customers and senior stakeholders both inside and outside the organization
 Experience negotiated with end users and third parties
 Financial insight dealing with P & L or cost center
 Attention to details, troubleshooting, ability to close problems quickly and accurately