Full Job Description
Technical Support Director
At Dell Technologies, world-class service doesn’t end when a customer purchases our innovative products. Our Technical Support team is there for them whenever they need help – on phone, chat, email or social media. No matter how complex the challenge, we rise to it. We answer questions about the installation, operation, configuration, customization and use of Dell Technologies products. For critical matters, we use our systems to provide remote diagnostic technical support. If there’s an issue with a customer’s product, we analyze it, identify the cause, recommend a solution and document the problem.
Join us to do the best work of your career and make a profound social impact as a Technical Support Director on our Consumer Support Services Tech Support team in Gurgaon/Bangalore/Hyderabad.
What you’ll achieve
As a Technical Support Director, you will be responsible for the North America Premium Tech Support business in India across Gurgaon, Bangalore and Hyderabad sites. You will work with leaders and managers who manage the frontline team members responsible for delivering technical support solutions to our Premium Service customers.
1. Direct, manage and provide leadership to second/third-level leaders that lead cross-functional teams domestically and/or globally by:
Helping teams in understanding the link between Dell objectives and their contributions.
Developing budgets, schedules and performance requirements.
Building long-term development and succession plans.
2. Apply influence and negotiation skills to drive business results. Collaborate with key stakeholders both internal and external.
3. Work with Executive Leadership, develop, direct and drive key business strategies. Guided by long term objectives and business requirements, analyze long-term impact of new or anticipated strategies and decisions.
4. Define and drive performance standards and process improvements across the entire technical support organization.
5. Diagnose and resolve ambiguous problems, implement policies and define approach to strategic achievement for the business. You’ll also need to provide advice to the top management based on deep subject matter expertise.
Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for in this role:
18+ years of relevant work experience in the BPM/ITeS space with majority of the tenure spent in the Technical Support/Customer Service operations.
At least 10 years of People Management experience.
Expert Leadership and Team Building skills.
Expert Customer Service, Analytical and Project Management skills.
Extensive knowledge of Dell Products, Customer Support Services policies and procedures and Technical expertise in Hardware and Software.
Entrepreneurial approach to establishing and building a team.
Excellent communication and interpersonal skills, along with the ability to work with multiple stakeholders.
Graduate/Postgraduate in any Stream
Here’s our story; now tell us yours
Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.
What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life – while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.
We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.
You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here.
Application closing date: 15th April 2021
Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here.
Job Family: Product-Services Services Global-Services
Job ID: R091498
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