Services Manager, Shanghai

Title: Technical / Services Manager (IT)
Location: Shanghai
Salary: Negotiate
Commencement Date: ASAP

Company Profile

Advance Vision Technology (AVTech) has been the provider of ICT solutions to the Australian market since 1992. Our core focus is delivering flexible professional services to meet our customers’ business needs and to provide great relationship management along the way. Our team of highly trained specialists and our close alliances with technology partners allows us to provide complete end-to-end solutions from professional services to hardware and software procurement.

In China, we are focused upon providing end-to-end solutions supporting our existing global clients and other foreign MNC’s companies in the region. We pride ourselves in delivering customer service excellence and quality solutions via proven methodology in this market.

Our business culture is one that is experienced, creative, flexible and client-focused. We seek and respect such qualities in our staff members.

In China, we are focused upon providing end-to-end solutions supporting our existing global clients and other foreign MNC’s companies in the region. We pride ourselves in delivering customer service excellence and quality solutions via proven methodology in this market.

Our business culture is one that is experienced, creative, flexible and client-focused. We seek and respect such qualities in our staff members.

Position Description

Our growing Shanghai office is seeking an experienced, motivated and dynamic Services Manager. Your high standard for customer service, strategic management skills and bottom line acumen will result in you acting, managing, leading and proactively developing the Services department.

To help deliver AVTech’s strategy the successful candidate will be responsible for:

  • Leading the service department by:
    • Managing the services team activities and performance to meet the goals of the department;
    • Taking action to fill in as needed as technical on-site engineer for end user issues (Level 1, 2, 3);
    • Acting as needed as an on-site Project Manager to manage and deliver completed client projects;
    • Driving & managing quality, development and growth of the CN professional services team;
    • Driving & managing professional services delivery (project & support) to a high level of customer service satisfaction in China;
    • Acting as the customer manager of all issues relating to professional services delivery;
    • Taking responsibility for overall China presales, project management, consulting & solution design.
       
  • Contributing company leadership supporting and co-driving core company values and initiatives, by:
    • Actively assisting with driving our business concept, activities and culture;
    • Influencing company morale, attitude, professionalism and company best practices;
    • Contributing to BD opportunities and vendor and alliance partner development results;
    • Play an active role in training the sales teams on technical services, solutions and workflows;
    • Consistently supporting opportunity & marketing initiatives (develop clients/partners; support sales promotions; contribute sales opportunities; represent AVTech at marketing events).
       
  • Executing service management duties, such as:
    • Diagnosing, resolving/escalating, following-up and closing client IT problems by applying appropriate solutions to achieve service restoration;
    • Communicating with third parties (e.g. Telecommunications Providers, Internet Service Providers and Hardware/Software Vendors) during problem resolutions;
    • Communicating with sales as appropriate to meet service requirements (presales, support);
    • Escalating issues to Vietnam/Australia when appropriate;
    • Ensuring client issues are satisfactorily resolved & “case tickets” closed in a timely manner;
    • Appropriate handling of AVTech internal service desk systems, policies, procedures and work instructions to ensure continuous improvement of services;
    • Training, developing and improving team members’ technical skills, morale and understanding of company processes and methodology;
    • Analysing and preparing operational reports on team performance and utilisation;
    • Recommending and justifying the hiring of new services staff and/or contractors to meet the demand and the CN business strategy.
       
  • Travelling throughout China and occasionally overseas as required.

Skills, Experience, Qualifications and Personality Attributes

To help deliver AVTech’s strategy the successful candidate MUST HAVE the following skills, experience, qualifications and personality attributes:

  • Skills & Experience
    • The ability to adapt & excel in a changing environment requiring proactive, innovative solutions;
    • 3+ years experience in an IT leadership/management role;
    • 5+ years experience in IT support and/or project delivery (level 1, 2 &3);
    • Knowledge & experience in Service Desk and ITIL processes would be an advantage;
    • Highly developed interpersonal and communication skills (English and Chinese required; Additional French, Italian or German would be an advantage);
    • Excellent written and project documentation skills;
    • Strong people management skills; Active and positive leadership skills;
    • Hands-on operational support skills and flexible attitude;
    • Presentation and facilitation skills;
    • The ability to influence and negotiate outcomes ensuring win/win for all parties.

  • Ideal Technical Experience

    • MS Windows 2000/XP/Vista Workstations;
    • Servers: MS Windows 200x; MS Exchange 200x; MS ISA; Citrix;
    • Cisco switching, routing and firewalls; Cisco voice systems;
    • Recognised backup and anti-virus software (e.g. Symantec or McAfee);
    • Structured cabling; IT Room design;
    • General networking technologies LAN, WAN, WLAN;
    • Other voice, video and A/V Systems;
      • Virtualization (for example, VMWare);
      • Storage Area Network (for example, Netapp);
      • IP Telephony (for example, Cisco UCS Express/Call Manager; VoIP).

  • Qualifications
    • Candidates with a Bachelor degree in Computer Science or a related discipline;
    • Other known industry qualifications and certifications would be an advantage (ie: PMP, Technical certifications).

  • Personality Attributes
    • Professionally presented;
    • Self motivated and willing to work outside the normal business working hours to meet business and client expectations;
    • A positive, results oriented and customer focused attitude;
    • A desire to take responsibility and ownership to see actions/issues through to completion;
    • The ability to adapt to a changing environment that requires proactive and innovative solutions;
    • The skills and desire to continually and independently teach and develop yourself & your team.

Benefits of working at AVTech

AVTech’s strategy is simple: Provide the best quality solutions and the best customer service in the market.  As a result we are looking for only the very best people to join our team.

When joining AVTech you will be joining a progressive and growing company that looks after its staff. AVTech provide an attractive remuneration package including:

  • An above market salary (reviewed annually);
  • Monthly performance bonus;
  • Provision of a company laptop;
  • Provision of a mobile phone expense account;
  • Provision of client related expenses;
  • Training.

Other benefits of working with AVTech include:

  • Working with an Australian company that maintains the highest of quality standards and operational best practices;
  • Working alongside other high calibre people;
  • Excellent career path horizontally in sales/general management roles and vertically as we grow;
  • Exposure to a variety of ICT solutions, ICT partners and tier 1 technology vendors (e.g. Microsoft, HP, IBM, Cisco, Citrix, VMware, Symantec, McAfee, etc.);
  • The opportunity to work with a variety of customers in different industries.
  • The opportunity to travel locally, domestically and internationally.

If you are interested in taking on the role of Services Manager for Advance Vision Technology please send a letter of application along with your resume / CV to careers-cn22112011sse@avtech.com.au
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