Assistant Team Leader - Vietnamese Speaker

Assistant Team Leader - Vietnamese Speaker

Fuji Xerox Malaysia Sdn Bhd
3 - 8 Years
Not Specified

Job Description

Duties & Responsibilities

1. Customer Technical Support Strategy Execution

  • The performance of support engineers is monitored and managed to ensure delivery against agreed SLAs
  • Application support policies and procedures are created and adhered to as agreed to drive efficient and effective business support
  • Critical Incident Management
  • Configuration and Release Management
  • SLA Management
  • Monthly performance review and Performance Management
  • Strong relationships are developed and maintained successfully with internal stakeholders.
  • Progress toward achievement of CTS strategic goals reviewed, and required adjustments promptly determined and implemented for team.
  • Trends in commonly occurring support issues are identified and raised to ensure sustainable service delivery excellence
  • Initiatives to continually improve performance of support function are identified and implemented
  • External and internal critical incident, application and business layer reporting requirements are agreed and delivered
  • Issue support and resolution are provided as agreed.
2. Customer Advocacy and Satisfaction

  • Key performance indicators are managed effectively to deliver maximum customer support in team including;
  • Responsiveness / Resolution targets
  • Voice of Customer Targets
  • Efficient and effective delivery of the technical support function contributes towards the continuous improvement of customer satisfaction rates, particularly:
  • Implementation of application support processes and tools
  • All client problems are resolved promptly and efficiently, to the satisfaction of key stakeholders and decision makers; escalating problems to field where necessary.
3. Division People Management

  • Fuji Xerox policies and procedures covering the employment and ongoing management of people are understood, properly observed and applied
  • Performance of employees is optimised through setting clear performance expectations, providing regular feedback and fair and objective performance reviews
  • Employees demonstrate high levels of engagement through effective day to day leadership by line manager
  • Employee roles are well defined, with clear accountabilities and capabilities outlined in current position descriptions
  • Employees acquire capabilities needed for high performance through effective coaching and well defined and implemented development initiatives
  • Employee talents, experience and interests are well matched to their job requirements
  • Employees’ potential is realised through guidance and coaching
  • Employees are empowered so as to maximise discretionary effort and enable full individual contribution
4. Leadership and Team Development

  • Fuji Xerox values and leadership behaviours clearly demonstrated and championed
  • A culture of openness, feedback and empowerment is built and sustained
  • Communication across division and broader organisation builds understanding, alignment and engagement
  • Effective influence is exercised across the division and if appropriate, organisation, to ensure appropriate alignment in support of divisional strategy and business priorities
  • Strategies, tactics and plans presented by team members are challenged, influenced and improved
5. Health Safety Environmental Responsibilities

  • All employees are responsible for the following safe work procedures and instructions:
  • Comply with OHS legislation
  • Work safely in accordance with safe working practices
  • Ensure that any hazardous conditions, near misses and injuries are reported immediately to your manager.
6. Position Knowledge and Capabilities

  • Ability to lead a technical team by evaluating performance and determine relative strengths and weaknesses of team members
  • Demonstrates highly competent problem solving skills, analytical skills and imagination. Is able to swiftly identify underlying issues
  • Ability to identify and plan team development requirements to deliver on future business direction.
  • Demonstrates highly effective coaching so that direct reports build competence, skill & knowledge
  • Create a sense of cohesiveness, trust, integrity and honesty in the team so that member’s energies and abilities are willingly focused on team effectiveness and the accomplishment of business results

Requirements &Qualifications

  • 3 years in delivering Technical or Customer Support Experience.
  • Relevant industry training or qualifications (desirable)
  • Strong interpersonal and communication skills, both verbal and written
  • Ability to develop knowledge and skills independently.
  • Ability to work independently as well as part of a team.
  • Must have advanced troubleshooting and problem solving skills.
  • A record of a can-do, mature and professional attitude, and attention to detail.
  • Keep up to date with current technology