Dell Sr. Analyst, Command Center in Tokyo, Japan

Why Work at Dell?

Endless challenges and rewards. Opportunities on six continents. A team of colleagues fueled by collaboration. All this, and a company deeply committed to integrity and responsibility.

Job Scope:

  • Responsible for project managing service change activities, including changes related to customer requests, product upgrades, FCOs, Dell EMC Technical Advisory (ETA), and reconfigurations for assigned accounts. This includes Dell EMC maintained, as well as ASP partner maintained products from Dell EMC''s portfolio. Ensure individual customer issues have the right focus and skilled resources assigned.

  • Provides customer-facing Account Management Plan that may include, but not limited to; install base information, code levels, remote support, site messages, service history, and contract entitlement. Ensures that Dell EMC and the customer execute against a defined plan.

  • Manages accounts that may include a range of Dell EMC products. Serves as key interface for maintenance support with customer.

  • Identifies, facilitates and ensures effective communication of all service related queries and problem resolution from the customer to corporate resources. Ensures suitable levels of service personnel and activity during problem resolution at all assigned locations. Ensure the appropriate Dell EMC resource is assigned and that the resource has the information needed to complete the activity.

Qualifications and factors for success:

  • Fluent Japanese language skill (i.e. JLPT 1)

  • Ability to read/write in English; basic English verbal communication.

  • Excellent verbal and written communication skills and professional telephone manner in Japanese

  • Japanese customer service experience and expertise

  • Ability to multi-task

  • Ability to work independently and as a team player

  • IT literate