Location: Dalian, China

Primary Focus:

Actively  provide support to Enterprise Global Customers over the Internet by managing a team of highly motivated Technical Support Engineers. 

Example of Duties:

Operational management

• Manage a team of highly technical and talented support engineers
• Create hiring profiles and perform recruiting/training programs to build the team.
• Ensure proper resource utilization including recruiting, hiring and training; ensure work environment, including equipment and facilities, is sufficient to meet workplan objectives; maintain team scheduling and global coverage if appropriate; gain familiarity with budgeting and exhibit sound fiscal awareness and responsibility.
• Execute Global Customer Support management operating model and consistent business practices including team readiness to support new product releases or functionality, continue to build and evolve knowledgebase; provide input into Product Management/Strategy and Development teams to improve customer product satisfaction and ensure business continuity.
• Lead regular team and direct report meetings, communicate company goals, team goals and define individual objectives.
• Continual monitoring and evaluation of metrics to ensure that team follows the right course of action to meet desired goals.

Customer Management

• Committed to the delivery of outstanding service to customers.
• Address customer complaints, respond to critical customer situations decisively, redirect resources as appropriate; maintain ownership of customer escalations until final resolution of customer issue.
• Work with customers proactively through user group meetings or other outreach programs.

Employee management

• Prepare and deliver employee workplans and development plans. Plan and communicate performance appraisals, compensation increases, awards and recognition programs. Approve employee time off requests, overtime requests, timecards and expense reports in accordance with local labor laws and HR policies while staying within budget.
• Assist employees to self-develop core competencies and technical skills through career planning, coaching, training and creation of applicable development plans.
• Maintain high departmental morale and is focused on retaining talent.

Professional:

• Proven communication, presentation and negotiation skills through previous interaction with customers and peers.
• Ability to establish and communicate departmental objectives and implement plans to assure attainment of goals.
• Strong leadership abilities and proven success in coaching and mentoring individual contributors.
• Past experience offering solutions and process improvement.
• Requires ability to influence thinking or gain acceptance of others in sensitive situations.
• Ability to build Rapport with colleagues across LOBs / geography.
• Fluent in written and verbal communication in English; other international language (KR/JP) would be an added advantage.

Qualifications:

• Bachelor/Master degree in Engineering / Computer Science / Science with technical experience
• Total Experience: Min 6 years technical experience (with one or more years of experience in the management role) 
• Support experience, customer/service orientation would be an added advantage.
• Oracle DBA / Database Technology experience would be an added advantage.