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
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.
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.
Previous experience with a range of telephony products from vendors.