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GENERAL SUMMARY
•Manages a group or department of individual contributors and/or supervisors within an area of functional, technical or product expertise.
• rovides technical problem support, management, resolution and communication as appropriate.
•RINCIPAL DUTIES AND RESPONSIBILITIES
•Manages the activities of a group or department of individual contributors and/or supervisors responsible for providing on-site/remote support in resolving customer issues when problems have been escalated and the first line product support in the field has failed to identify or fix equipment or software issues. Provides customer support for moderately complex technical issues and problems.
•Accountable for operational results in terms of group and department performance standards/metrics, customer satisfaction and budget/expenses. Manages the coordination, implementation, administration and execution of technical support programs, personnel, communications, projects, products, performance metrics/standards, as well as strategic policies and directives for assigned areas.
•Requires complete fundamental knowledge and awareness of goals and objectives. May participate in short and long term planning for assigned area.
•Identifies issues, provides input and makes recommendations regarding Technical Support programs, tools, projects, products, process, metrics, standards and customers. Ensures that all issues are escalated in accordance with policy and procedures.
•Ensures that technical support programs are current with regard to upgrades, new product releases, trends, practices and cost.
•Collaborates with other managers, internally and occasionally externally, to influence and ensure that assigned technical support area is meeting internal and external needs, operating efficiently, cost effectively and acquiring appropriate information to meet customer needs and generate accurate reports. Role does not require a high degree of on site customer contact.
•Accountable for scheduling, work plans, technical direction, staffing, and performance management/development of employees in assigned areas.
•erforms other related duties as assigned.
•SKILLS
•Good Communication in English
•2 years people management experience in Techncial Support
•Ability to lead, motivate and direct a workgroup.
•Cross-Functional skill.
•Ability to work effectively with senior management.
•Leadership Skills.
•Communication skills.
•Organizational skills.
•Customer Service skill.
部推荐的职，有兴趣的可联系我，发简历到邮箱wwllzpz @ hotmail.com.
EMC简介
EMC是全球信息存储及管理产品、服务和解决方案方面的领先公司。EMC是每一种主要计算平台的信息存储标准，而且，世界上最重要信息中的 2/3 以上都是通过EMC的解决方案管理的。EMC目前在全球超过50个国家有100个以上的分公司及经销伙伴，拥有全球最大且最专业的储存销售与服务之团队，全球拥有约4万员工的科技巨头。
EMC福利介绍
•20天年假，10天带薪病假
•可以参加员工股票购买项目（ESPP），每半年一次，可以以15%的折扣购买公司股票的收盘价，最多15%的工资比例参与。
•应届毕业生12薪，普通工程师13薪，Senior工程师14薪，以此类推。高级职位的offer会有一些股票的期权。（不是干股）
•公司负责缴纳员工个人部分的三金，所以员工只要缴纳个人部分的公积金就行了。
•公司给员工买了商业保险，员工，员工配偶以及子女可以享受100%的公费医疗报销。
•上海的据点在五角场和新梅广场。北京在中关村清华园等。
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发表于 2013-03-04 19:25