Customer Service and Support Senior Area Manager at Hitachi Data Systems

Job description

Job purpose

Responsible for ensuring that HDS CS&S delivers a best in class service to our customers across a nominated Service Area and maintaining a high level of Customer Satisfaction while achieving financial targets

Responsibilities

• Drive regionally defined CS&S governance model across the service area to ensure service quality and customer satisfaction delivered by HDS CS&S
• Own monthly Country Service Delivery reviews with responsible Regional Service Manager to ensure agreed KPIs are being achieved and that Service Improvement Plans (SIP) are put in place where necessary
• Responsibility for achieving country CS&S KPIs
• Monitor and respond to output of Customer Satisfaction Survey results
• Develop direct relationship with sales management and key customers
• Participate in the development and submission of the CS&S AOP for the service area
• Measure CS&S monthly achievement against AOP and highlight any areas of concern.
• Work with F&A, Operations and Services Infrastructure departments to maximise billings.
• Identify and promote new CS&S service opportunities to grow CS&S revenues.
• Identify areas of revenue ‘leakage’ and instigate plans to maximise revenue from each contract.
• Providing approval for CS&S maintenance discounts within agreed level of authority.
• Manage CS&S field support organisation in multiple countries to ensure quality service can be achieved.
• Ensure appropriate Technical and management escalation procedures are in place and effectively used. Monitor high severity issues and drive the communication with account team and GSC.
• Participate in Regional Duty Manager rotation schedule
• Interlock with EDC Logistic, GSC Support andGSS services organisations for complex problem resolution above local CSS knowledge level.
• Ensure appropriate field service management personnel are in place to provide day to day direction and leadership of the field engineers
• Responsible for resources management, planning and allocation either HDS CEs or ISPs
• Responsible for local Standby rotation schedule
• Responsible for ensuring the CS&S team are ready to provide service on new products, identify and drive training, certification and skills development for CSS team
• Responsible for ensuring the CS&S team are adopting new service techniques, and aligned with CSS best practices for tools and process
• Responsible for ensuring ASP partners are compliant with certification requirements and deliver services up to HDS standard
• Continuously monitor CS&S efficiency and identify ways to improve.
• Coordinate with CS&S Partner Manager to ensure optimal usage of ISPs in the service area
• Review use of tools for call handling, diagnostics and support, communication
• Work closely with EMEA CSS Strategy teams to implement Efficiency improvement projects.
• Support the resolution of both complex solution-oriented incidents and product faults
• Act as Incident Manager for the resolution of problems relating to Customers
• Initial assessment of the incident and identification of the technical skills required to resolve the incident
• When necessary, escalation to support groups and Senior Management
• Preparation of regular incident status updates
• When appropriate, completion of an incident report detailing the sequence of events, the root cause of the incident, lessons learned and actions to be taken
• Ensure a high level of customer and HDS account team satisfaction
• Conduct internal and customer incident review meetings, as required
• Liaise directly with the customer’s incident manager and ensure effective engagement with the customer’s incident management process
• Close interaction: Country Managers, Regional Services Director, GSC Manager, GSS Manager, Channel Organization, local account teams, channel partners and service partners.

Profile

• A minimum of 10 years IT Industry experience, with five years minimum service management experience in enterprise level service and customers
• A track record of success, building or leading a superior maintenance organisation of a similar size
• Organizational knowledge and sensitivity to matrix management environment
• Experience in working with partners
• Experience in managing remote teams

Competencies

• Strong commercial and contractual acumen
• A proven negotiator who can resolve commercial issues and achieve a “win/win” with both colleagues and customers
• Highly proficient and knowledgeable on the systems and processes required to manage a services business
• Excellent skills in the leadership, management and development of people, to ensure high quality and motivated staff
• Willingness to accept responsibility and ownership
• Highly proficient in written and spoken business English
• Well organised, adaptable and a clear thinker
• Broad understanding of storage solutions and associated IT issues
• Innovative, actively looking for solutions to problems, and a catalyst for change
• ITIL service management, 6 Sigma, continuous improvement methods to be considered
• Strong ethics