Support Engineering Manager
MicrosoftShanghaiUpdate time: June 24,2019
Job Description
CSS Dynamics is part of the CSS C&E Organization providing a range of technical support and business enablement services on Microsoft products/services to Customers, Partners (SMB to Enterprise). Our objective is to provide service and support which wins the loyalty of Microsoft Dynamics customers and partners. In addition, we partner with the Dynamics product teams to support product quality improvement and incident reduction and with the Dynamics field organizations to support Microsoft’s broad sales and marketing goals for the business, demonstrating that CSS is a strategic asset for Microsoft’s Dynamics, Enterprise and SMC business (Financial and Scorecard contribution).
Do you want to play a key role in Empowering everyone on the planet to achieve more?
Are you Passionate about our “Cloud First Strategy” and business applications? Do you want to work with cutting edge technology leading our efforts in the Cloud? Are you a “customer first” – outside in thinking leader?
Do you want to be part of a rapidly growing & diverse Business? …. If Yes, please read on!
The Support Engineering Manager is a people manager and leadership team role and is accountable for a team of individual contributors to create a great customer experience by delivering technical support, empowering customer self-help, delivering Partner advisory services, working with the product and engineering teams and supporting sales teams. This requires building and leading high-performance teams, networking and collaborating, managing change and transformation, operational excellence and getting results through others. In general, the focus involves managing the resolution of technical cases (both frontline and escalation) from Microsoft customers and partners utilizing a variety of offerings. On occasion, the focus of the Support Engineering Manager requires the handling of escalated customer issues which include direct customer communications / interaction.
In addition to this, the role is a key member of the CSS Dynamics Asia Leadership team and contributes to the overall CSS transformation and services priorities to Support the Lifecycle, Champion Consumption & Make the Market in our interaction with customers and partners. Understanding Business Impact and being able and willing to connect with key business stakeholders in the field and product teams to build joint plans for success is another key focus area.
The Dynamics business is a fast paced and rapidly changing environment, hence the CSS Dynamics Asia LT members need to be able to deliver results under pressure while driving change and transformation to evolve the business. The ability to redefine processes, let go of legacy approaches, innovate and simplify the way we deliver services and a great customer experience are key assets every CSS Dynamics Asia LT member needs to bring to the group.
The challenges of the role include being able to ensure teams maintain the appropriate technical or business process depth for current and future Microsoft products and to effectively and efficiently balance this with transformational and change activities to achieve the bigger CSS & Microsoft vision.
Responsibilities
Key Qualities and Accountabilities
- “Customer first” mindset – thinking outside in
- Lead and manage a team of Support Engineers within Support Engineering
- Develop and implement a comprehensive strategy for sustained business impact by providing a first class, industry leading customer experience
- Responsible for ensuring the team delivers the highest levels of customer satisfaction in each support interaction
- Improving productivity, efficiency and effectiveness of the team and business
- Hiring, developing, retaining talent
- Proven locator and attractor of talent
- Coach, mentor, develop team members to drive operational excellence and the overall team transformation at the same time
- Work with other Support Engineering Managers and Readiness Manager on skill development to ensure engineers deliver on value proposition and drive new service offerings
- Contribute to and lead initiatives on LT level to innovate and redesign the way we deliver services and support. Drive change and transformation with the teams.
- Engage and drive stakeholder engagement on regional and global level
Key Success Criteria
- Customer Satisfaction (CPE), customer sentiment and operational KPIs
- MSPOLL Results & Verbatim – Strong people plans & results
- Hiring, developing and managing a high performing team
- Progress against group readiness plans including Technical, Service Management, and Professional skills
- Team utilization
- Agile Resourcing
- Managing to Budgeted cost per head
Qualifications
As a Support Engineering Manager, you will:
- Ensure your team builds the deep technical expertise, agility and excellent communication and interpersonal skills needed to support our customers effectively
- Conduct employee assessment discussions, provide coaching, share feedback regularly and partner with employees on career development.
- Manage all aspects of customer support delivery, including daily operations, scheduling, meetings and addressing customer feedback.
- Foster a strong partnership between the Dynamics support teams and its stakeholders in other parts of the business
- Partner with global peers to ensure consistency and follow-through for global processes and coordination of resources
Qualifications and Experience:
- Minimum of 3 years of experience leading and developing people (preferably technical support teams)
- Familiarity with Dynamics lines of products
- Strong customer service, communication, and interpersonal skills
- Flexibility and ability to adapt to ambiguous and changing situations
- Ability to manage high pressure situations
- Fluent in English (written and oral) is mandatory
- Bachelor's degree in engineering, management, business, or related field or 4 years work experience One Microsoft, One Services Microsoft Services, with over 21,500 employees worldwide, is dedicated to delivering on Microsoft’s mission to empower every person and every organization on the planet to achieve more.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
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