Operations Manager | BiOS, LINC Media Inc.
BiOS, LINC Media Inc. has closed this job.
- Contract Type
- Full-time
- Salary
- Yearly 10M ~ 12M
- Hours
- 9am - 6pm
- Location
- Tokyo
- Qualifications
-
• Bachelor's degree in appropriate field such as Computer Science, Electrical or Electronic Science and Information Technologies.• 8 - 10 years’ relevant working experience in service operations in the high-tech/teleconferencing industry, with at least 5 years experience managing Service Delivery operations including Call Center / Help Desk, Field Support and Technical Escalation.• Excellent customer focus.• Adaptability, with the ability to work independently.• Planned and implemented Support Delivery Process.• Managed a Support group in an environment where Technical Escalation to Overseas Support / R&D group.• Good command of spoken & written English is essential.• Demonstrated track record of effective written, verbal, and presentation communication skills.• Excellent team management and influencing skills required.• Familiar with the working environment in Japan is essential.• Demonstrated technical skills with network related technologies a major plus.• Experience in the following areas is a major plus: Voice/Video conferencing industry, IP/ISDN networks, Systems and Software Support, project management, training coordination, and channel management.• Fluent Japanese and Business level English is required.
- Last Updated
- 2010-03-25
POSITION SUMMARY
Leads the Global Services delivery organization in Japan and is responsible for Customer Satisfaction through the execution of warranty support and delivery of core maintenance and Advanced Service programs for all products sold in the region. Coordinates with Theater and Headquarter Support teams to provide services on all products. Promotes and coordinates Technical Training courses especially on the introduction of new products.
PRIMARY TASKS
• Plan and implement support program delivery for the full range of products in Japan, including:
o resource allocation and management.
o problems management for all products issues.
o process development.
o controlling 3rd party field support and call center vendors.
o responsible for technical escalation to higher escalation support team.
• Assemble and drive the resources required to successfully support channel partners and end users.
• Responsible for technical escalation from channel partners and end users and coordinating with escalation support teams in HQ.
• Take lead to do problem reproduction, issue isolation, log tracing in the Tech Support Lab.
• Coordinate with Global Services operations to establish and monitor key performance metrics.
• Establish strategic direction and performance standards for Japan service team.
• Establish technical and professional development plans for team members.
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