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Bayan Lepas, Malaysia

Director, Technical Support

Cyberjaya, Malaysia

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Director, Technical Support  - APJ Point Of Need (PON)

At Dell Technologies, world-class service doesn’t end when a customer purchases our innovative products. Our Technical Support team is there for them whenever they need help – by phone or email, online and on social media. No matter how complex the challenge, we rise to it. We answer questions about the installation, operation, configuration, customization and use of Dell Technologies products. For critical matters, we use our systems to provide remote diagnostic technical support. If there’s an issue with a customer’s product, we’ll analyze it, identify the cause, recommend a solution and document the problem.

We are looking for the someone to lead the APJ Point Of Need (PON) business. As a successful candidate, you will be responsible for all aspects of the delivery of support and solutions to Dell point of need customers. You will take be actively involved in the ideation and design of our business strategy and accountable for implementation of PON APJ transformation programs in collaboration with our transformation teams. You will coach and work with team members on their development and ensure that the values and principles of Dell Technologies Culture Code are lived and felt across the entire APJ PON organization.   

You will

  • Be responsible for the day-to-day running of the APJ PON business, implementing appropriate governance and process to ensure delivery of results against all key performance indicators.

  • Align the APJ PON organization strategy to the strategy for the overall Global PON organization objectives and strategy.

  • Keep excellence in customer experience (CX) to the forefront of your and your team’s mind in the execution of your day-to-day business and any changes implemented.

  • Deliver the planned financial outcomes for our business through a combination of increased efficiency and PON Revenue.

  • Develop and maintain relationships with stakeholders across all areas of the APJ business to ensure consistent continuous excellence of support for all APJ PON customers.

  • Work with Sales and the broader CSG organization to continue to improve the overall support experience.

Essential requirements

  • 10+ years’ experience in a technical support/Call Centre environment, handling highly complex issues with deep empathy for the Customer mindset. Proven ability to think Customer-first and effectively prioritize and escalate customer issues as required.

  • Practical experience managing multiple support teams, including outsourcers, operational infrastructure, metrics, processes, systems, and tools for running an APJ Support organization focused on working via in-house & Outsourced partner with experience leading a large, diverse organization.

  • An ability to lead with empathy, humility, optimism, and think strategically, analytical thinking skills with business acumen. with strong Executive presence/influence, presentation, and demonstrated ability to verbal communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level.

  • Proven ability to adapt and lead a team through change/transformation in a rapidly changing environment and a wide range of managerial tools to ensure that individuals and teams are organized, motivated, and informed, and to choose the best one for a given situation.

  • Prior experience in supporting customers from across the APAC region, with a strong understanding of the cultural nuances of doing business in various countries in the region as well as proven track record of meeting and exceeding business results, bookings, and revenue targets.

  • Excellent English (Reading/Writing/Speaking)

Desired requirements

  • 10 years + leading a large organization with knowledge of the PON Organization

  • Business level Chinese (Reading/Writing/Speaking) and Japanese (Reading/Writing/Speaking) would be an added advantage

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here.

Application closing date: 30January 2022

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here.

Job ID: R149590

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