• Plano, Texas
• System Integration
• 90K – 100K
• Full Time regular employee
•  9:00-18:00
•  Visa Support: Yes

Job Description

Summary :
Under the direction and supervision of the General Manager – Systems Engineering, the Manager –System Service is responsible to set Hoshin (direction) of team and develop strategies and action plans, including milestone, to achieve goals. Must have excellent management, reporting, communication skills, computer system knowledge and experience to solve any issues and to improve operations.

Essential Functions:
• Improve customer service experience, create engaged customers and facilitate organic growth.
• Take ownership of customers issues and follow problems through to resolution.
• Set a clear mission and deploy strategies focused towards that mission.
• Implement concrete scheduling and staff shifts to ensure guaranteed business coverage.
• Develop service procedures, policies, and standards.
• Keep accurate records and document customer service actions and discussions.
• Analyze statistics and compile accurate reports.
• Recruit, mentor and develop engineers and nurture an environment where they can excel through encouragement and empowerment.
• Keep ahead of industry’s developments and apply best practices to areas of improvement.
• Control resources and utilize assets to achieve qualitative and quantitative targets.
• Adhere to and manage the approved budget.
• Maintain an orderly workflow according to priorities.
• Explore and exploit opportunities for cost savings and maximizing efficiency and control.
• Reports all information to upper manager with update as requested and responds to requests for information and assistance.
• Responsible for tracking and maintaining specific information related to assigned work activities.
• Keep management informed of project progress and problems, particularly as needed to change in schedule, resources and product.

Minimum Qualification:
• Proven working experience as a Manager for computer system services.
• 5 years of experience in providing computer system service.
• Excellent knowledge of management methods and techniques.
• Multi-level verbal and written communication skills in English and Japanese.
• Proficient in reporting using PowerPoint, Word, Excel, Access etc.
• Working knowledge of computer system hardware, software and tools..
• Awareness of industry’s latest technology trends.
• Ability to think strategically and to lead.
• Excellent organizational and communication skills, works well with a team and customers with exceptional customer service & support with prompt problem resolution & follow-up for local and remote end users.
• Customer-oriented and highly attentive to commitments and schedules.
• Advanced troubleshooting and multi-tasking skills.
• Bachelor’s degree in computer science or related field.

Preferred Qualification :
• Project Management Professional (PMP)
• ITIL Foundation Certification
• Microsoft Certified Solutions Expert (MCSE) etc.

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