Manager Maintenance Ops

Job Location: Tokyo, Maynds, Japan

Job Summary:

Corporation
(NYSE: EMC) is the world leader in products, services and solutions for
information management and storage that help organizations extract the maximum
value from their information, at the lowest total cost, across every point in
the information lifecycle. We are driven to partner, to perform, to execute. We
approach our jobs with a passion for delivering results that exceed our
customers’ expectations for quality, service, innovation, and interaction. We
are devoted to advancing our people, customers, industry, and community.

As Manager,
Maintenance Operations, you will have an overall responsibility for managing
The Maintenance Contracts Organization (MCO) in Japan. MCO provides Sales
Support, Contract Management and Systems & Reporting services in support of
the lifecycle management of EMC’s maintenance business. Through Sales Support,
MCO deploys all maintenance renewal opportunities to Inside Sales. Within Sales
Support, the Tech Refresh services provide audit configuration, by re-quoting
the configuration with software and hardware, supplying revised quotes for
Inside Sales. The Contract Management MCO function books service maintenance
contracts for EMC’s commercial, enterprise, and partner accounts, support
life-cycle management, and manages customer support. With the Systems and
Reporting offerings, MCO is able to support acquisition management, as well as
new product launching and training.

Job
Responsibilities includes:

• Develops
  and maintains contracts & quotations according to established
  procedures and meets defined Service Level Agreements (SLA's).


• Modifies
  contract information as needed, initiates installation, de-installation
  activities and upgrades contract data.
  Processes consolidation of contracts and contract cancellations at
  the request of customers, Inside Sales Reps, or Sales.


• Provides
  superior customer service to the Renewals Sales Teams.


• Adheres
  to procedures and guidelines of quote creation and ensures consistency and
  best practices are followed.


• Primary
  intra-organizational with frequent inter-organizational contacts on
  routine matters. Resolves order
  discrepancies and contract billing issues through interface with
  Customers, Sales, Global Revenue Operations, Install Base, Finance or
  Senior Management. Uses judgment within defined processes and practices.


• Responsible
  for maintaining the integrity of the OKS Database. Manages contracts
  activity for renewal, installation, upgrades and de-installation. Modifies
  contract information as required.


• Assists
  in developing training and reviewing/implementing policies and procedures
  for the functional organization


• Determines
  and develops approach to solutions.
  Work is evaluated upon completion to ensure objectives have been
  met.


• Leads
  in coaching and developing individual employees, gives assistance to other
  department members (when required) including daily work assignments and
  provides orientation to new hires.


• Reviews
  non-standard Maintenance concessions in accordance with established
  internal PVR Policies, and audit requirements and assists in the
  negotiation of service contracts ad non-standard terms and conditions in
  accordance with company policy.


• Develops
  resolutions to complex problems that require the frequent use of creativity. Uses judgment within broadly defined
  policies and procedures.

Skills & Education/Experience:

• Expert MS Office & ERP


• Expert problem solving skills & communication skills


• Ability to operate independently


• Multi-skilled in a number of activities and products


• Offers mentoring to others.


• Anticipates change and redirects efforts.


• People
  Management abilities


• Negotiation
  skills


• Presentation
  Skills


• Supervises,
  monitors and co-ordinates the daily activities of staff in similar or
  related disciplines.


• Interacts
  daily with direct reports and functional peers.


• Co-ordinates
  activity and direction of staff within a specific discipline.


• Interacts with
  direct reports, outside customers, and functional peer groups at
  management levels.

Job ID: 120374BR

apply