jobs in china
job website in china
job positions in china information
Chinese job site china
About Us
Our Service
Head Hunting
Job Seeker
Our Clients
Info.& Resources
Contact Us
Position Information
You are here: Home > Position Information

Job Position Information

Code: C994
Support Manager (Suzhou China)
This is a regular Job Posting
Employer: A Company in Suzhou
Working Place: Suzhou
Office Address: Suzhou
Job Type: Full Time
Industry & Field: Business Services
Vacancies: 1
Salary: Negotiable
Contact Name: nancy.dong
Refresh Date: Feb. 26, 2013
Expiration Date: Oct. 31, 2013     Expired
Job Description: 
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 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: 
- 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 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
Benefits & Welfare: 
Something I want to tell the employer (Optional)
Do you want to apply for this job position?
Address: Unit 403, ZhongLian Building, No.88(A), Anwai Avenue, Dongcheng District, Beijing 100011 China
Telephone: 400-780-1070    (Office) 010-64217250  021-61900630  0755-66810935     Fax: 010-64217809
京ICP备13019686号-6 公安备案号11010102005430 增值电信业务经营许可证:京B2-20214253
Copyright © JobsiteChina All Right Mobile Site