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Head of Customer Service & Support - Hong Kong and Taiwan

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Location: Causeway Bay Hong Kong
Job ID: 1019811HV
Date Posted: Sep 13, 2022
Segment: IT
Business Unit: Hitachi Vantara
Company Name: Hitachi Vantara Corporation
Profession (Job Category): CS&S

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Job Title: Head of Customer Service & Support - Hong Kong and Taiwan
Location: Hong Kong
Reporting To: Hong Kong and Taiwan Field Service Engineers, Hong Kong Service Account Managers

Meet our Team
We represent Hitachi Vantara to enterprise clients across industries, establishing business relationships to understand customer challenges so that we can deliver profitable business for Hitachi products, services and solutions. We collaborate as a team and cross-functionally to ensure the success of our customers; success that is celebrated and shared. Our solutions bring value to every line of business and we need people like you to build those deep relationships and to passionately articulate our value proposition.

What you'll be doing
The Head of Customer Service and Support is in charge of transforming and leading the team responsible for the installation, maintenance and repair of customer equipment and systems in order to deliver, within defined timelines, a final reliable working product matching quality and performance requirements.
Accountable for meeting Annual Operating Plan (AOP) revenue and margin targets for Customer Service & Support (CS&S) Hong Kong and Taiwan, whilst delivering best in class service to Hitachi Vantara customers.
Reporting to the Regional and Geo head for Asia Pacific, this is a high profile, strategic role that transforms, manages and leads a key profit center for Hitachi Vantara Hong Kong and delivering customer excellence through the execution of a portfolio of infrastructure installation, break fix, support and maintenance services.

What you bring to the team
Transform total capability of Field Service Organization, to be capable to install, configure, integrate and support all Hitachi Vantara hardware and software infrastructure products
Lead and transform organizational centralized workforce management practices and compliance to workforce management tools
Lead and manage Hitachi Vantara Hong Kong and Taiwan capability to sell and deliver Premium Services
Participate, contribute, and lead initiatives as a part of the Hong Kong and Taiwan Support Services Transformation Agenda

Accountable for the achievement of CS&S Profit & Loss targets
Accountable for the effective utilization (billable and productive) for the CS&S organization
Accountable for effective cost management of CS&S cost base, in line with AOP goals
Accountable for continuous improvement initiatives; prioritized by customer service and financial metrics

Develop, lead and manage organizational practices associated with increasing staff engagement and productivity
Lead organizational capability transformation; to achieve Hong Kong and Taiwan Services and Support Transformation goals
Lead change management practices in line with Hitachi Vantara transformation goals
Lead organizational engagement to achieve Hitachi Vantara customer satisfaction goals

Manage Operational Efficiency
Ensure 100% CS&S compliance to system requirements e.g. SFDC Case Management and General KPI's defined by Geo and Global Leadership
Develop, manage and monitor Field Engineer utilization targets
Monitor output of Customer Satisfaction Surveys
Develop direct relationship with sales management and key customers
Participate in the development and submission of the CSS, PBT and Measurement Spend AOP and take ownership of the CS&S AOP.
Measure CS&S monthly achievement against AOP and highlight any areas of concern.
Work with F&A, Operations and other relevant functions to maximize billings.
Identify and promote new CS&S service opportunities, including Premium Services to grow CS&S revenues.
Identify areas of revenue 'leakage' and instigate plans to maximize revenue from each contract.
Manage CS&S field support organization to ensure quality service can be achieved.
Ensure appropriate Technical and Management escalation procedures are in place and effectively used. Monitor high severity issues and drive the communication with account team and GSC.
Interlock with GSC Support and Professional Services organizations for complex problem resolution above local CSS knowledge level.
Ensure appropriate field service management personnel are in place to provide day to day direction and leadership of the field engineers
Responsible for resources management, planning and allocation either Hitachi Vantara CEs or ISP engineers
Monitor the use and effectiveness of Service Account Managers in key Hitachi Vantara accounts
Ensure CS&S are ready to provide service on new products, identify and drive training, certification and skills development for CSS team
Ensure CS&S team is adopting new service techniques, and aligned with CSS best practices for tools and process
Continuously monitor CS&S efficiency and identify ways to improve.
Coordinate with Services Partner Manager usage of ISPs in the region
Review use of tools for call handling, diagnostics and support, communication
Work closely with Hitachi Vantara CS&S Strategy teams to implement Efficiency improvement projects.
Lead, developing and maintaining a high-performance team.
Providing effective coaching and feedback to direct (and indirect) reports to achieve and exceed their objectives.
Coordinating and overseeing the recruitment, career development opportunities, performance reviews and assessment and recognition and reward of the team.
Close interaction with Professional Services and Global Delivery Managers, Sales Management and Local account teams.

A minimum of 10 years' IT Industry experience
Solutions support experience in a vendor or service provider environment
A minimum of 5 years leadership experience, preferably in both pre and post sales
A proven track record of success in building and performance managing diverse team and functions
Skills (work related competencies both technical and non-technical)
Strong commercial and contractual acumen
Demonstrable critical thinking and prioritization skills
Highly proficient in written and spoken business English
Well organized, adaptable and makes clear and effective decisions
Willingness to accept responsibility and ownership
A proven negotiator who can resolve commercial issues and achieve a "win/win" with both colleagues and customers
Highly proficient and knowledgeable on the systems and processes required to achieve consistent service delivery quality and high customer satisfaction across the four main service functions
Excellent skills in leadership and cross functional team collaboration, takes a broader organizational view
Builds teams with a culture focused on execution, accountability, and results. Engages the team through their passion and energy. Provides coaching and strong management with a focus on engaging and motivating teams.
Demonstrable understanding of market trends in the IT infrastructure space
Innovative, understands the need for, and embraces change, effectively planning, preparing, and leading change.
Operates with the highest integrity and effectively role models and upholds our Company Values, the Hitachi Spirit.

Our Company
Hitachi Vantara is part of the Global Hitachi family. We balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from what's now to what's next by unlocking the value of their data and applications to solve their digital challenges, achieving outcomes that benefit both business and society.

Our people are our biggest asset, they drive our innovation advantage and we strive to offer a flexible and collaborative workplace where they can thrive. Diversity of thought is welcomed and our employee base is represented by several active Employee Resource Group communities. We offer industry leading benefits packages (flexible working, generous pension and private healthcare) and promote a creative and inclusive culture. If driving real change gives you a sense of pride and you are passionate about powering social good, we'd love to hear from you.

Our Values
Research tells us that some applicants, especially those from underrepresented groups, can be put off from applying for roles if they need flexibility or feel they don't meet all of the set criteria. We strive to create an inclusive environment for all and are open to considering home working, compressed/flexible hours and part-time arrangements. Get in touch with us to explore how we might be able to accommodate your specific needs.
We are proud to say we are an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. With Japanese roots going back over 100 years, our culture is founded on the values of our parent company expressed as the Hitachi Spirit:
Wa - Harmony, Trust, Respect
Makoto - Sincerity, Fairness, Honesty, Integrity
Kaitakusha-Seishin - Pioneering Spirit, Challenge
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