Support Manager (Suzhou China)
This is a regular Job Posting
Employer: A Company in Suzhou
Job Type: Full-time (On-Site)
Industry & Field: Business Services
Refresh Date: Feb. 26, 2013
Expiration Date: Oct. 31, 2013 Expired
Support Manager（Situation Manager）
Situation Manager is a newly created position reporting to Director, Customer Success and is based in Burlington, MA headquarter. This role will be responsible for managing our client's highest level of escalations -- known internally as as "Code Blue" or CB.
Primary responsibly:
• Manage the progress of all CBs to keep them always moving forward towards resolution
• Highly engaged on all CBs
• Participate on conference calls as required
• Provide status updates to the CB list to management, including executive leaderships
• Ensure Salesforces.com cases are updated at documented interval according to urgency designation
• Control all email communication to CB distribution list
• Ensure high quality of written communication
• Ensure all commitments made to customers are communicated in writing to reduce chance for misunderstanding
• Document customer responses to Avid recommendations
• Manage and facilitate technical troubleshooting across all groups
• Attend internal conference calls with Avid cross functional, technical teams if they are needed
• Manage customer conference calls as needed
• Act as we call, "CB Process cop", to manage adherence across all aspects of the CB process
At times when the Code Blue escalations are light, there are other responsibilities:
o Work on Code Blue processes improvement, including proper documentation techniques, best practices for troubleshooting- moving an issue forward; and drive adherence to the code blue process. Conduct training.
This is a terrific opportunity to take on a highly visible role within an organization and help solve our client's most critical challenges!
Location: Suzhou China
Compensation: negotiable
This is a contract job.
Qualifications & Requirements:
Requirements:
- 5-10 years of relevant experience, including experience managing client escalation process
- Experience in the broadcast industry is beneficial, including direct experience with Avid
- Strong project management skills, around live case management, is a must
- SAP and Salesforce.com experience is a plus
- Strong organizational skills, time management and very high sense of urgency is a must
- Solid verbal and written communication is a must, including ability to write in succinct style
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