There is a digital transformation occurring in our industry accelerated by the maturity and acceleration of multiple technologies. In parallel, there is critical demand for delivering world-class customer experience. This responsibility includes understanding and leading how Microsoft thinks about services and how to support all customers.
The vision of Customer Support Services (CSS) organization is about learning and improving until we get it right for our customers and partners. Perfect does not mean all green scorecards; rather it means that we will take risks when it is the right thing to do for our customers and our business. CSS will be unwavering in advocating for our customers, contributing deep insights to our customers and acting as a trusted advisor improving product and service experiences across Microsoft.
The CSS Korea Support Engineering Manager (SEM) role is a leadership/people management role with responsibility for managing and leading a team of Support Escalation Engineers. This position is responsible for supervising and enhancing the performance of a team of engineers - including customer experience, technical proficiency and the timeliness of delivery. The Support Engineering Manager will monitor and enhance team productivity, customer satisfaction, employee satisfaction and skills development.
The Support Engineering Manager will lead, schedule, and coordinate daily work, meetings, and projects relevant to the team and unit. The manager will also be expected to engage directly with Premier field services team and customers to ensure that we continually deliver high quality service and plan for future developments effectively.
We are looking for someone that is strategic, innovative and has a demonstrated track record in building business through effective and strong leadership that empowers people to build and grow influence. The qualifications required include both excellent organizational and managerial skills as well as demonstrated leadership and customer service skills. Among those are oral and written communications skills, organization and time management skills, motivational and leadership skills as well as a keen understanding of the business. The Team must also be able to operate effectively with peers, superiors and subordinates.
Responsibilities
Duties include:
People Management: As managers, SEMs regularly perform 1:1s with their direct reports, and conduct performance review and career development discussions at least twice a year. On an on-going basis they provide feedback on Service competencies and coach Engineers on improving effectiveness, quality and timeliness of customer deliverables.
Business Leadership: The SEM is required to understand the future landscape to ensure proactive transformations can be made. This will require ownership of all operational aspects of the business.
SEMs ensure their direct reports develop their professional skills through active participation in delivery events, training, mentoring and communities. SEMs also develop their own management skills through active participation in Delivery and Management Excellence events, training, mentoring and communities.
SEMs are responsible for monitoring and taking necessary actions regarding Work Group Health, adoption of corporate performance commitments, and commitment execution for their teams. This includes developing the ability to articulate the Microsoft Services mission, goals and strategies to all audiences helping them understand how they play a part in the continued success of CSS and Microsoft.
Team Leadership:
• Set and communicate team and individual goals and communicate strategy, tactics and behaviors required to achieve goals
• Supervise work, set the behavioral example and adjust strategies and tactics
• Coordinate team meetings to communicate team information, conduct training and to receive team feedback
• Coordinate and conduct 1:1 meetings with individual team members to provide instruction, coaching and personal development and personal feedback
• Write and deliver individual reviews
• Drive individual and team discipline, cohesiveness and morale
Case Management:
• Conduct quality assurance activities to ensure proper customer handling and provide coaching and training as necessary
• Conduct personal case reviews to ensure adherence to standard documentation, timely follow-up with customers and to detect any signs of potential customer dissatisfaction
• Coordinate technical case reviews to ensure proper technical progress and conduct proactive recoveries
Drive for Results
• Develop and communicates realistic performance goals and standards
• Build plans that consider potential obstacles and immediate and long-term consequences
• Solicit and act on feedback about his or her own performance
Collaboration
• Removes barriers by working with others around a shared need or customer benefit
• Maintain a broad perspective, identify and evaluate opportunities to enhance the business through cross-group collaboration.
• Incorporate diverse perspectives to thoroughly address complex issues
Qualifications
Desirable Experience qualifications include the following:
• Demonstrated ability to lead in a technical environment
• Experience contributing to the operational improvements in a technical environment
• Proven ability to build and maintain relationships remotely and across organizations
• A deep understanding of support processes and highly technical customer expectations
• Ability to analyze technical environments, motivate engineers and set a role model example
• Collaborate (participate) across region in projects that work to standardize support operations
• Proven organizational and planning skills
• Strong oral and written communication skills
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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