Cisco TAC Manager – Technical Services in Tokyo, Japan
Additional Location(s) or Information: Job Category: Customer Service Level of Experience: Experienced - Manager Requisition #: R1012848
Description: TAC Manager – Technical Services
The Business Entity* TAC Manager / Japan Technical Assistance Center / Japan Technical Services
The Team* Technical Engineer Team for supporting Cisco products and technology, leading approximately 10 - 15 employees. Highly motivated team, help Cisco customers and partners to resolve technical problems and maximize their business outcome.
Role & Responsibilities* This is a Manager position in the Cisco Technical Service, Technical Assistance Center [TAC] organization with 1015 staff, reporting to Japan TAC Director.
This position, TAC manager is responsible for the day-to-day operation for Technical Support on devices, network, software and solutions with 24x7 coverage. The success will be measured by operation excellence (by KPI and improvement), supporting the theatre business growth and talent development.
TAC Manager requires closely working and communicating with cross functional teams including BU, the Theater fields teams, APJ Technical Services teams and Cisco Global TAC teams to provide support and strive to provide proactive support to ensure best customer experience and mitigate business and cost impact: ● Participate in developing strategic plan to support business growth, improve customer and employee satisfactions and ensure the operational excellence and talent development ● In collaboration with the Technical Service management team, establish the performance goals and resources plan to manage TAC budget ● Implements, coordinate and participate in Theatre programs to ensure attainment of business plan for strategic goals ● Manages organization operations by directing and coordinating activities consistent with established goals, objectives, budget and policies ● Ensure on-going performance improvement by designing and deploying systematic processes designed to improve performance aligned with department objectives
Minimum Qualifications* ● Excellent written and verbal communication, listening, negotiation and presentation skills in English & Japanese ● Individual should be results-oriented, show strong initiative, be customer-focused, recognize effort and contributions, create a team environment, effect change, influence within and outside the organization, be team oriented and promote and effectively prepare for fast growth ● Role model for Cisco's culture and values ● Able to drive for results
Desired Skills* ● Understanding of and experience in leading a team in applying all elements of Technical Support ● Excellent working relationships with other customer-facing and delivery organizations within Cisco and with appropriate business units ● Provides management guidance to peers and all levels of exempt and non-exempt employees on accomplishing goals ● Provides management guidance to peers and all levels of exempt and non-exempt employees on accomplishing goals ● Outstanding ability to work cross-functionally and with customers building business partnerships and focusing on the development of the Theatre program
About Cisco* The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine creating unprecedented disruption. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.
Job Type: Manager Opportunity Category: Services
TAC Manager – Technical Services Tokyo JP R1012848-en_US