Microsoft Nigeria Recruits PFE Manager

Employment Nigeria 01-Jan-1970 NIGERIA , NIGERIA ,

Microsft Nigeria - If 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.

Microsoft Nigeria is recruiting to fill the below position of:

Job Title: PFE Manager-Nigeria

Job ID: 814014-98015
Division: Services & Support

Job Description
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

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

Operational Excellence
People Management
Delivery Excellence
Business 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
Team Readiness & development according to role readiness roadmap with emphasis on customer health
Growth and Innovation surrounding the PFE catalog of services
Continued focus on Customer Satisfaction
Workforce Planning
Successful execution in this role will require focus in the job function areas outlined above.

Within Microsoft this position has direct impact at the regional level via front line management of Premier Field Engineers affecting both employee and customer satisfaction. PFE Managers will have 15-20 direct reports on average. Those direct reports are Premier Field Engineers which come from the Support Delivery Discipline (IC2-5). Supervision responsibilities do include performance review management, mentoring, career development skill/task assessments.

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.
Customer Satisfaction Survey Process
Enterprise Service Support Delivery Core Data Reporting
Premier Service Support Delivery Management Process
Escalation Response Management

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
Prior account planning and delivery experience preferable in a service environment
Proven record for delivery business results and customer satisfaction
3+ years experience in business and process management
Value proposition level understanding of Microsoft products and services

Application Closing Date: 6th April, 2013

Method of Application
Interested and qualified candidates should:
Click here to apply online

Sorry the application deadline for this job has elapsed

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Microsoft Nigeria Recruits PFE Manager

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