Title:  Technical Support Manager

Job Summary

We are seeking a highly effective enterprise support services leader to become the Technical Support Manager in Dalian, China to manage a group of Japanese Technical Support Engineers and Escalation Engineers. She/he will have responsibilities of leading Japanese Technical Support Team in Dalian and marshalling all Customer Success Organization resources through alignment with sales and pre-sales teams, professional services, and wider NetApp teams to orchestrate Customer Satisfaction in Japan and ensure successful achievement of organizational goals.

Job Requirements

•    A major part of your responsibility will be to provide direct supervision to a group of Technical Support Engineers and Escalation Engineers who responsible for diagnosing, troubleshooting, and debugging technical problems associated with NetApp Hardware and Software both on-premises and Cloud.  
•    Ensure customer escalations are resolved quickly, leveraging resources from across the company as needed.
•    Develop the team with a strong technical support competence for the region with a focus on making every customer in region as successful as possible, resulting in continued loyalty to NetApp. 
•    Translate functional strategies into operational plans and priorities, implement in the operations and ensure the effective achievement of objectives. 
•    Work closely with regional and global customer support delivery community leaders to ensure that local enablement needs are clearly understood and part of broader enablement plans. 
•    Mentor and coach team members, hire and develop key talent, and manage performance. 
Interaction: 
•    Fluent in Japanese, English written and verbal essential.
•    Utilize people skills and available people manager tools to critically impact the growth of an individual within the company and career.
 

Skills & Education

•    10+ years of experience in enterprise class technical support, and a minimum of 3 years as a manager or supervisory role is required. 
•    Technical understanding in two or more of the following areas: Computer hardware or software, Storage, RAID, Networking, NAS, SAN, Authentication, Encryption, Cloud (Google Cloud, AWS, Azure), Virtualization, Performance (Resource utilizations or infrastructure bottlenecks), Windows, Unix, or Linux. Strong understanding of Hybrid Cloud technology and experience in Cloud Software support is desirable.
•    Proven track record of developing, growing, and managing support services and customer success team.  
•    Detailed understanding of best practices for enterprise CRM systems and experience with complex CRM, Knowledge-Centered Service (KCS).
•    Demonstrated ability to manage multiple, critical projects is required.
•    A Bachelor of Science Degree in Computer Science, Electrical Engineering, or related field; or equivalent related experience is required. A Master of Science Degree in Engineering, or an MBA is desirable.
•    Travel to customer meetings and internal activities as needed. 

Additional Details :

• This is a pipeline position that will be opened on a recurring basis and used to fill roles aligned with the required skill sets.
• Recruiting efforts will be ongoing until specific teams find an ideal match.