Professional Services and Support Team Leader

KB250521 | Permanent | Tokyo | 16M-20M JPY Basic


Overview

Our client, a VoIP and data services provider, are searching for a Professional Services & Support Team Leader to join their growing team in Tokyo, Japan. This post-sales position will lead a team of Professional Services & Support Engineers who provide implementation services and level 2 & 3 support to customers across Japan. A minimum of 6 years’ experience previously managing a PS & Support Team is required for this role.


Responsibilities & Requirements

Responsibilities

  • Oversee the Professional Services delivery, working closely with the Japan sales teams and APAC services.
  • Support a team of engineers through day to day processes.
  • Be responsible for the effective allocation of resources.
  • Act as an escalation point for support and technical issues in Japan.
  • Management and direct involvement with major projects and critical tickets.
  • Ensure effective time management of the Japan engineering team.
  • Monitor and report on the services performance in Japan.
  • Achieve high customer satisfaction.
  • Implement services deliver and support processes, proactively refine and improve where necessary.
  • Ensure sufficient training in necessary products is provided to the services team along with correct equipment and other resources needed.
  • Collaborate with R&D and backend support for level 4 escalations.
  • Take part in the hiring process as the organisation grows.
  • Administration of external customer support accounts.
  • Travel as required.

 

Requirements

  • Must be degree educated in Engineering or equivalent (University Diploma) in Electrical Engineering, Telecommunications or Computer Science.
  • A minimum of 6 years’ experience previously managing a PS & Support Team.
  • Previously worked within an organisation who supply hardware and software.
  • System design and architecture abilities.
  • Extensive experience and in-depth knowledge of telecommunications equipment, VoIP equipment and protocols, MS or Cisco products/applications and data networking equipment.
  • Familiarity with PC hardware and appliances.
  • Knowledge of Virtualization and Cloud environments.
  • Able to write application notes, white papers or slide presentations.
  • Excellent English skills, both written and verbal.

 

Beneficial:

 

  • Previous experience with a range of telephony products from vendors.
  • MS Teams and Azure experience.
  • Data Networking and Telephony experience.



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Posted by

Kirsty Bottomley

Position: Junior Headhunter and Lead Researcher


  • Tel: +44 (0)115 838 9496
  • kirsty.b@fullbrookconsulting.com

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