Dell Manager I, Client Tech Support (MYSG) in BAYAN LEPAS, Malaysia

Job Description:

  • Reporting to the Director for South Asia Commercial Technical Support, this role oversees the delivery of Technical Support services for Dell commercial products and solutions. This role manages Technical Support representatives who are responsible for answering customer inquiries, primarily over the telephone, e-mail, chat, or online and is responsible for ensuring that representatives are properly trained when old products are upgraded or new products are released. Selects, develops, and evaluates personnel to ensure the efficient operation of the function and is responsible for establishing and maintaining systems that provide Technical Support solutions to customers. The individual would ideally have come from an Information Technology/Technical Support background and have prior people management experience.Principal Duties and Responsibilities:

  • Manages the hiring, staffing and maintaining of a diverse and effective workforce.

  • Responsible for career development/planning, performance and pay discussions of team members.

  • Resolves and directs technical and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer based satisfaction.

  • Responsible for achieving target customer satisfaction levels within the technical support organization.

  • Develops plans and objectives and participates in cross-functional projects and business initiatives to improve operational performance for the organization.

  • Assists in the development and implementation of strategic plans, initiatives, and direction.

  • Works with customers and internal teams to resolve issues.

  • Resolves customer escalations as appropriate.

  • Contributes to standards and processes around which others will operate.

  • Plans for future organizational needs and operations.

  • Leads program execution.

  • Contributes to policy/ program development.

  • Manages related costs and methods.

  • Independently determines approach to managing daily operations.

  • Sets performance expectations.

  • Interprets and executes policies that directly affect work activities.

  • Develops and communicates plans/objectives to others.

  • Sets project timeframes and priorities based on project objectives and ongoing assignments.

  • Provides guidance and technical advice and becomes actively involved as required.

  • Builds cross-functional partnerships.

  • Develops and delivers key initiatives to improve business processes and customer service delivery.

  • Strong leadership and team building skills.

  • Strong project management skills.

  • Significant knowledge of Dell product lines, technical knowledge.

  • Comprehensive customer service skills.

  • Strong ability to develop and lead a team to deliver key business results.

  • Excellent verbal and written communication skills.

  • Undergraduate degree and 6-8 years relevant experience or Graduate degree and 4-6 years relevant experience.

Organization: Commercial

Title: Manager I, Client Tech Support (MYSG)

Location: AP-MY-Penang-Bayan Lepas

Requisition ID: 17000R80