PFE Manager, Customer Service & Support at Microsoft Nigeria
Microsoft
invites applications from suitably qualified candidates to fill the
position of Premier Field Engineering (PFE) Manager – Nigeria.
Our opportunities are broader than you might think. You could find yourself working on software applications and services for consumers, gamers, developers, businesses or governments. Or you might focus on hardware products ranging from gaming consoles to PC keyboards and mice. With so many choices, the opportunities to achieve your potential couldn’t get much better.
Job Title: PFE Manager – Nigeria
Job Category: Customer Service & Support
Location: Nigeria, Lagos
Job ID: 790096
Division: Services & Support
Responsibilities
Premier Field Engineering is a global team that delivers world class support earning customer confidence, trust and loyalty by improving customer health through the optimization and successful implementation of Microsoft technologies. Premier Field Engineering Managers drive the successful oversight of the support delivery business and its resources within the Services Practice
The PFE Manager is responsible for four areas of the support business including:
Key initiatives for this role include:
Some of the key decision making for this role includes:
Interested candidates should:
Click here to apply online
Job Category: Customer Service & Support
Location: Nigeria, Lagos
Job ID: 790096
Division: Services & Support
Responsibilities
Premier Field Engineering is a global team that delivers world class support earning customer confidence, trust and loyalty by improving customer health through the optimization and successful implementation of Microsoft technologies. Premier Field Engineering Managers drive the successful oversight of the support delivery business and its resources within the Services Practice
The PFE Manager is responsible for four areas of the support business including:
- Operational Excellence
- Delivery Excellence
- Business Management
- People Management
Key initiatives for this role include:
- Customer Health Index initiative
- Workforce Planning
- Growth and Innovation surrounding the PFE catalog of services
- Continued focus on Customer Satisfaction
- Team Readiness & development according to role readiness roadmap with emphasis on customer health
- Successful execution in this role will require focus in the job function areas outlined above.
Some of the key decision making for this role includes:
- Hiring, performance evaluation ratings and commitment setting.
- Using key performance indicators, this position will make many business decisions affecting Regional specific CPH/CPM for Dedicated and Transactional Engineers.
- Participating in escalations that include decision making on behalf of the services organization could require additional Premier management escalation.
- This role is responsible for support program rollout and may be asked to participate in strategy or design work related to the service support organization.
- Performance Review Process
- RoleGuide - task & skill assessment, target learning roadmaps.
- Premier Service Support Delivery Management Process
- Escalation Response Management
- Customer Satisfaction Survey Process
- Enterprise Service Support Delivery Core Data Reporting
- Enterprise Partner Group (EPG) Field Sales roles including Management, Premier Support roles including Management, and Microsoft Consulting Services (MCS) including Management with the purpose of cross team collaboration on behalf of shared customers.
- Customer Support Services (CSS) organization responsible for the delivery of support services and Microsoft Consulting Services (MCS) including Management for the purpose of ensuring quality support delivery and incident escalations.
- A minimum of 2 years or more experience in front line management in an enterprise support environment
- 3+ years experience in business and process management
- Solid experience in regards to design and management of a high performing data center is a must.
- Experience with negotiation and implementation of customer SLA and OLA is a requirement
- Working knowledge and experience in teaming with MS Partners
- Experience with working with virtual and remote multi-cultural teams
- Value proposition level understanding of Microsoft products and services
- Prior account planning and delivery experience preferable in a service environment
- Proven record for delivery business results and customer satisfaction.
Interested candidates should:
Click here to apply online
Application Deadline: 20th April, 2012
Subscribe to:
Post Comments
(
Atom
)
No comments :
Post a Comment