Title:  Sr. Technical Support Manager

Location: 

Tokyo, Tokyo, JP, 104-0031

Requisition ID:  87882

About NetApp

NetApp is a Fortune 500 company that believes in the transformative power of data – to expand customer touchpoints, to foster greater innovation, and to optimize operations. We are designed for simplicity, focused on data protection, and open to enriching customer solutions for on-premise and/or cloud environments.  

We’ve built a Data Fabric for a data-driven world – to simplify and integrate data management across the resources that are best for the business. We bring enterprise-grade data services customers rely on into the cloud, and the simple flexibility of cloud into the data center. And we do it with industry-leading solutions that work across diverse environments and the world’s biggest hyper-scale cloud providers.  

We’re forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can’t do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity, openness and foster a culture of belonging that enables our employees to bring the whole and best selves to do their life’s best work. We operate in this environment not because it is popular, but simply because it’s in our DNA. We push limits and reward great ideas. What is your great idea? Who do we look for? Are you a continuous learner who wants to join an empowered team of forward-thinking, smart, dedicated technologists that approaches every problem with fresh eyes? If you answered yes, you may be who NetApp is looking for!  

We recognize that not everyone fits neatly into any checklist, but below are some of the skills and experience we think will help make you successful in this role. If you don’t match everything on this list but are excited about the opportunity and think you could contribute, we’d love to hear from you!   

About this position

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

Responsibilities

  • A major part of your responsibility will be to provide direct supervision to a group of Technical Support Engineers and Escalation Engineers responsible for diagnosing, troubleshooting, and debugging technical problems associated with NetApp Hardware and Software both on premises and in the Cloud.   

  • Ensure customer escalations are resolved quickly, leveraging resources from across the company as needed. 

  • Develop the team with a strong hybrid cloud 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 reginal 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

  • Excellent written and verbal communication skills.  (Fluent and advanced Japanese & English language skills) 

  • Works with senior management and Vice President level employees across functions. 

  • Utilize people skills and available people manager tools to critically impact the growth of an individual within the company and career. 

Desired Skills & Education

  • Broad-based technical support professional with 10+ years of experience leading enterprise class support services team, and a minimum of 5 years as a people manager 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. 

  • Must be open to 20% travel with close alignment with customer base in Japan.  

Our Culture

It’s our culture and our people. If you ask anyone at NetApp why they work here, the answer is inevitably the same: it’s the people. At NetApp, we place trust, integrity, teamwork, and caring at the heart of what we do. As such, we’ve created a culture where people feel empowered to make a difference; where we’re passionate about innovation and collaboration; and where we take care of each other, our customers, our partners, and our communities simply because it’s the right thing to do.  
ネットアップの原動力は文化であり、人です。「なぜネットアップで働くのか」社内の誰に尋ねても、口を揃えてこう言うでしょう。「魅力的な仲間がいるから」ネットアップでは、信頼、誠実、チームワーク、思いやりを日々の業務の中心に据えています。そのためには、変革を起こそうという意欲が芽生える文化、イノベーションやコラボレーションに情熱を注ぎ、同僚、お客様、パートナー、コミュニティを気遣う文化を築くことが大切であると信じ、実践しています。 

Global Diversity, Inclusion, and Belonging

We fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to cultivate a higher performing organization. 
Our strategies include: 

Deliver inclusive leadership and mitigating bias learnings for all levels of management 

Launch of Global Business Impact and Allies groups 

Advance a global culture where leaders and employees are modelling diverse and inclusive behaviours which increases innovation, higher performance and customer satisfaction. 

Align and embed Global Diversity, Inclusion & Belonging initiatives into the strategic work of the organization 

Measure progress through commitment and accountability 

求人要項

雇用形態:正社員・期間の定め無  
試⽤期間:3か月(試用期間中の勤務条件に変更はありません) 
就業時間:9:00-17:30 (フレックス制 or 裁量労働制) 
休⽇:完全週休2日制(土・日)、有給休暇、夏季休暇(3日)、年末年始(12/29~1/3)、ボランティア休暇(5日間) 、私傷病・ファミリー休暇
・通勤交通費、社会保険完備 
・確定拠出型年金、総合福祉団体保険、団体長期障害所得補償保険、団体医療保険、社員持ち株制度

勤務地

東京オフィス(東京都中央区京橋2-1-3京橋トラストタワー) 
※受動喫煙措置についての記載:屋内禁煙(屋内喫煙可能場所あり 
※2020年2月より新型コロナウイルス感染拡大のため原則在宅勤務体制を実施しております。

To all recruitment agencies | 職業紹介事業者の皆様へ

NetApp does not accept agency resumes. Please do not forward resumes to our jobs alias, our employees or any other organization location. NetApp is not responsible for any fees related to unsolicited resumes. 

ネットアップではご契約のない人材紹介会社などからの人材の紹介、斡旋などはお受けしておりません。弊社の人材募集用メールアドレス、ネットアップ社員やオフィス宛てに候補者の履歴書・レジュメ等をお送りにならないようお願いいたします。許可なく送付された履歴書の費用について、ネットアップは一切の責任を負いません。 


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