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IP Specialist Customer Service Manager | [查看更多类似职位] |
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工作地点 |
北京 |
发布日期 |
2008-02-11 |
工作年限 |
不限 |
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薪水范围 |
面议 | 学历要求 | 本科 |
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| 职位描述 |
职位类别： 客户服务/技术支持 通信技术 工作地点： 北京 发布日期： 2008-01-22 工作经验： 不限 最低学历： 本科 管理经验： 否 工作性质： 全职 招聘人数： 若干 职位描述/要求： Key Tasks and Responsibilities: Responsible for generating&presenting monthly customer reports including measurements against Customer SLAs on Quality, Change, Capacity, VPN audits and Performance of the service Provide IP expert support and own customer VPN change management including: m anaged router configuration, activation and acceptance testing for on-going change management Manage End-to-End testing of VPN implemented services with the Customer and internal entities. Effective liaison with customers and working in conjunction with field operations, engineering, Project , Service&Account team staff is required. Properly document all VPN designs and make them available to Operational entities . To analyse the operation of corporate network and to report on quality of service, to submit and manage correction or improvement plans as and when necessary. Account for compliance with Service Levels Agreements (SLA) to the customer Responsible to establish VPN Network Planning Sessions with the Customer and Account team, as required. To assist in Contract negotiation in parallel with Account Manager/Director where applicable. To identify Customer needs and position Service Management offering with Customers in order to meet or exceed revenue and gross margin targets. To lead Technical Customer&Partner meetings in conjunction with Service&Account Team staff regularly. To manage failures and planned maintenance in order to minimize the impact on operational services on customers. To monitor and evaluate usage and traffic management services by production of reports documenting the network service levels compared to the contractual SLA, checking the appropriateness of the services subscribed and their usage, and doing trends analysis. To be involved in the process of validating monthly customer billing Job Contacts: Internal Helpdesks, Sales&Marketing, Project Management, Field Operations, Professional Services, Engineering Groups&Regional&Global offices as required. External Customer, Partners&Vendors. Job Dimensions: Incumbent must have in depth technical knowledge of LAN’s, WAN’s&VPN’s . Incumbent must be capable of providing technical consultancy services to account teams and large multi site customers. Incumbent must be proactive and provide seasoned advice for both short and long term implications on solutions related issues. Incumbent must be able to perform high level presentations both internally&externally Candidate Profile: Possess a confident and professional image to successfully interface with all aspects of the business both internal&external. Ability to communicate clearly and effectively both one-on-one and to groups in a variety of business situations. Strong communication, negotiation, presentation, organization, time management skills. Strong management skills in accumulation, preparation, interpretation and dissemination of customer technical information and the applicability of IP based products to address requirements. Experience in developing and implementing customer solutions outside of normal product sets and assessing ability to deliver and cost implications. Skills / Qualifications: Ideally 5 years of work experience in customer-facing organisations within the telecommunication or IT industry with specific minimum 3 years experience in LAN&VPN services. 1-2 years Voice services experience is also desired. Strong communicative and analytical skills are essential. Language skills in English essential and Mandarin. Degree level or equivalent (Business or Science Degree) in Engineering or Telecommunications. Cisco qualifications minimum CCIE, CCNP desired. Ability to deal effectively with all types of users. Well organised with the ability to work under pressure with minimal supervision. Customer Service, Network and Project Management Experience. Trained, certified or experienced in technical design. Other: Some travel may be required at short notice. Working on customer premises (1-2 days per week) may be also required. 联系方式： .
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