职位描述：
BRIEF JOB PROFILE
Company Name:A US-based high-tech company
Job Title: Enterprise TS Director
Location: Shanghai
Be involved in developing, modifying and executing Call Center/ECC/TAM strategy. Responsible for overseeing the technical support call center to deliver post-sales technical support (for Server & Storage) to customers, and ensure the best service quality while improving the operation efficiency to drive down the cost. Be a caring manager.
JOB DESCRIPTION
Call Centre:
-Lead groups of engineers to provide call center technical support for Server & Storage products
-Manage the call center key performance such as service level and customer satisfaction, ensure a quality support environment and to obtain maximum customer based satisfaction
-Analyze and identify performance gaps, and drive improvement initiatives
-Drive down cost by improving productivity, strengthening process, and enhancing team competencies
-Perform call monitoring and audits, and ensure closed loop corrective actions are in being executed. Ensure goals and performance plans are set up to support the improvement plans.
-Responsible for the overall development, motivation, and discipline of the teams.
-Set up and maintain smooth & effective communication channel with related functions to better support business needs.
-Excellent communication skills
Enterprise Command Center (ECC)
-Lead and execute ECC team to monitor dispatch and drive On Time First Time Fix
-Anticipate emergency situation and execute plan to minimize the impact to customer
-Align global ECC and local strategy
Technical Account Management
-Lead a team of technical account managers and drive best engagement with customer and sales
-Execute case management and resolve customer's issues timely
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