Are you passionate about helping customers achieve more? Do you enjoy leading and developing people? Do you want to help lead our people in the fully globalized organization as we accelerate our own transformation towards a digital organization? If so, the Support Engineering Manager (SEM) position for Windows Commercial support, in the Microsoft Customer Service and Support (CSS) Organization is a great career opportunity for you!
Windows Commercial support team provides excellent technical support experience to our Enterprise customers on Windows platform. From problem identification to full resolution, we own and handle technical customer issues. As a Support Engineering Manager (SEM), you will focus on building and leading a high performing team of engineers. You will be responsible for ensuring our teams provide a positive support experience building empowered people. This includes being responsive to our customers and effectively partnering with stakeholders on the most critical problems for Microsoft’s customers using Windows platform. We seek out people from diverse backgrounds and encourage them to approach challenges unconventionally.
People who:
Are curious and intuitive in their approach.
Have a genuine desire to help people become their best.
Have a passion for working with customers to solve business problems.
Like to collaborate in multicultural environments and diverse business stakeholders.
Are not afraid to take risks, motivate others and celebrate wins, both big and small.
At Microsoft, we share knowledge, experiences, and resources to help each other achieve our career goals and grow both professionally and personally.
Responsibilities
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 Windows Commercial 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.
Drive the team to accomplish and exceed the expectation.
Qualifications
Minimum of 3 years of experience leading and developing people (preferably technical support teams).
Familiarity with Windows operation system, networking and directory services technology
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) and Japanese is a must
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.
Get email alerts for the latest"Support Engineering Manager jobs in Tokyo, Tokyo-to, Japan"