Microsoft Nigeria Recruits Premier Field Engineering (PFE) Manager

Microsoft Nigeria - You have unique experiences, skills and passions - and we believe you can bring them all to Microsoft for a rich, rewarding career and lifestyle that will surprise you with its breadth and potential.

Just imagine the excitement and satisfaction of what you can do, where you can go, and the difference you can make with the resources of Microsoft behind you.

We are recruiting for the positions of:

Job Title: PFE Manager-Nigeria

Job ID: 814014-98015
Division: Services & Support

Premier Field Engineering is a global team that delivers world class support earning customer confidence, trust and loyalty by improving customer health through the optimization and successful implementation of Microsoft technologies. Premier Field Engineering Managers drive the successful oversight of the support delivery business and its resources within the Services Practice

Responsibilities
The PFE Manager is responsible for four areas of the support business including:

• Operational Excellence
• Delivery Excellence
• Business Management
• People Management
• Their value is in developing and maintaining high performing teams that deliver quality services in a profitable way.

Key initiatives for this role include:

• Customer Health Index initiative
• Workforce Planning
• Growth and Innovation surrounding the PFE catalog of services
• Continued focus on Customer Satisfaction
• Team Readiness & development according to role readiness roadmap with emphasis on customer health

Some of the key decision making for this role includes:

• Hiring, performance evaluation ratings and commitment setting.
• Using key performance indicators, this position will make many business decisions affecting Regional specific CPH/CPM for Dedicated and Transactional Engineers.
• Participating in escalations that include decision making on behalf of the services organization could require additional Premier management escalation.

This role is responsible for support program rollout and may be asked to participate in strategy or design work related to the service support organization.

• Performance Review Process
• RoleGuide - task & skill assessment, target learning roadmaps.
• Premier Service Support Delivery Management Process
• Escalation Response Management
• Customer Satisfaction Survey Process
• Enterprise Service Support Delivery Core Data Reporting

Other internal organizations this role will interact with include:

• Enterprise Product Group (EPG) Field Sales roles including Management, Premier Support roles including Management, and Microsoft Consulting Services (MCS) including Management with the purpose of cross team collaboration on behalf of shared customers.
• Customer Support Services (CSS) organization responsible for the delivery of support services and Microsoft Consulting Services (MCS) including Management for the purpose of ensuring quality support delivery and incident escalations.

Qualifications

• A minimum of 2 years or more experience in front line management in an enterprise support environment
• 3+ years’ experience in business and process management
• Value proposition level understanding of Microsoft products and services
• Prior account planning and delivery experience preferable in a service environment
• Proven record for delivery business results and customer satisfaction.

Microsoft is an equal opportunity employer and supports workforce diversity

Application Closing Date
22nd March, 2013

Method of Application
Qualified and Interested candidates should
Click Here To Apply Online