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- Client Resolution Manager, South Asia (Thai Speaking)Bangkok, ThailandClient Resolution Manager is responsible for the delivery of superior levels of customer service to Dell's ProSupport Client customers.Able to meet individual and team metrics, the incumbent will be accountable for accurate and timely resolution management (technical and non-technical escalations) for Dell's client product and solutions range in accordance with Dell Technical Support guidelines. This role would include but not be limited to handling of customer escalations, mentoring of L2/QL/CTE/L1 technical staff and liaison with cross functional departments to ensure an effective resolution.Your ability to take total ownership of customer issues, and then resolving those to the satisfaction of both Dell and our Customer, will put you in good stead for this role.The ideal candidate will have a positive outward demeanor, always striving to overcome the odds, and lift those around them, motivating them to do well in spite of adversity. Your good work ethic and proven reliability, alongside the ability to work autonomously will help you succeed as you grow your footprint within Dell.Key ResponsibilitiesEnsures a positive customer experience by providing oversight and management for customers technical and non-technical issues.Act as a focal point for escalated Customer cases providing regular updates to both customers and internal stakeholders and aligning sufficient resources to deliver timely resolutions. Take ownership and resolve escalated technical/non-technical issues per the performance measurement and criteria established in Dell Services and by the customer. Makes time sensitive, mission critical decisions that impact customer operations.Develops and delivers post incident reports on all critical support incidents.Continuous review of processes and seeking to remedy or improve any opportunities found.Maintain high level of Dell product and process knowledge.Maintain a thorough understanding of Dell ProSupport deliverablesEssential Skill set:Excellent command of Thai/English and ability to effectively communicate at all levels (written and verbal), including an excellent telephone manner.Excellent soft skills and presentation skills are required, as this position will closely interact with the sales team, customers, and management.Excellent customer management skills in managing expectations and ensuring a high degree of customer experience.Excellent project management skills are required. Candidate must possess excellent task prioritizing and documentation skills.Ability to think laterally, possess strong problem solving, planning and prioritization skills.Strong technical knowledge and understanding of Desktop and Laptop hardware technology.Strong technical knowledge of current and previous Microsoft Operating systems and Office suites.Previous technical support experience in a hardware repair/ troubleshooting role.Be adaptable, accountable and flexible in a fast paced, dynamic work environment.Ability to deal with ambiguity and multitasking simultaneous escalations.Be an advocate of a strong, cohesive team environment.Qualification:Degree/diploma on IT related courseAt least 3 years of related working experienceAdvanced Desktop hardware knowledge; A+ certification desired.Microsoft, Linux or Unix certification preferableBasic networking knowledge (including WAN topology, mixed LAN/WAN operating system environments, DNS/WINS/DHCP, firewall solutions, and network load balancing);Basic knowledge of at least 2 of the following: Windows OS, RedHat Linux, Exchange, SQL, IIS, Proxy, Apache, Squid, SendMail, ASP, or XML.
- Job Family: Product-Services Engineering Global-Services
- Job ID: R17772
- Siemens Smart Infrastructure is seeking a dynamic Senior Sales Manager to lead and manage our Energy Distribution Systems (EDS) Business in South and West Region. This EDS Sales Manager will ensure that strong customer relationships within the Infrastructure sector are created and maintained, while driving the Team to achieve their stated EDS business goals.Responsibilities IncludePromote focused approach to selling, based on vertical market penetration and specific company initiatives.Thorough understanding of wide-ranging challenges faced by local government and commercial/industrial clients with strong ideas and approach for helping address and overcome these by developing comprehensive, mutually-beneficial partnerships and strategies.Well networked with market decision makers, and involved in market focused associated trade organizations and professional groupsUnderstand and explain the correlation between market drives, business objectives and operational issues as they relate to value propositions, applying this knowledge as a strategic sales coach to support individual sales representatives in creating account strategies.Ensure coordinated and cooperative effort between EDS sales team and EDS operations, as well as other divisions within Siemens.Identify and set strategic direction of EDS sales team, based on local market conditions and drivers, company initiatives, competitive landscape and local Siemens relationships.Drive focused approach for the team consistent with this direction to maximize revenue, profit and customer satisfaction.Manage the creation and development of EDS projects for customers in select vertical markets, such as Republic and Local Government, commercial/industrial.Manage the sales process to ensure customer opportunities are properly qualified prior to investment of resources.Recruit, retain, train and mentor sales personnel. Ensure that our sales personnel are skilled in selling the value of our company supported initiatives, such as alternative/renewable energy, green and sustainability solutions, innovative financing and energy services.Create specific and challenging goals consistent with team's strategic direction. Provide candid feedback and coaching throughout the year, as well as formal performance appraisals.Demonstrate the ability to make changes based on lack of performance, if necessary.Assist sales personnel with networking activities, marketing, customer meetings, proposal development and customer presentations to deliver outstanding customer value.Participate in development of long range sales planning and growth strategies. Develop detailed sales forecast and provide input to budget.Required Knowledge/Skills, Education, And ExperienceBachelors Degree in Business Administration, Engineering or other related field preferred. (Minimum education required is a high school diploma)At least 10 years of sales experience including 5 or more years of experience managing successful sales teams.Requires a strong understanding of technical and financial concepts.Demonstrated ability to lead, motivate and direct personnel toward achievement of a common goal.Excellent presentation, oral, and written communication skills in English are required to interact with customers, vendors, and employees.Strong business acumen with the ability to understand and manage the dynamics of a complex organization required.Required travel: 50%Other requirements:Individual must possess a valid Drivers license in good standing.Preferred Knowledge/Skills, Education, And ExperienceOther preferences:Existing experience with infrastructure, construction, engineering or technology sales and sales managementCandidates with success in Performance Contracting sales, or candidates selling or sales management of other types of complex solution sales to clients will receive preference
- Organization: Smart InfrastructureCompany: Siemens LimitedExperience Level: Experienced ProfessionalJob Type: Full-time