Job description
TAC Director in Japan Technical Service This is a director level position in the Cisco Technical Service, Technical Assistance Centre (TAC) organization with 80 to 90 staff, reporting to the Japan Technical Services leader and responsible for the day-to-day operation for Technical Support not only on devices, network levels but also transforming TAC to be able to support software and solutions with 24 x 7 coverage. Your success will be measured by the operation excellent (by KPI and improvement), supporting the theater business growth (support model, capabilities, etc) and talent development.
The director requires closely working and communicating with cross functional teams including BU, the Theater fields teams, APJ Technical Service teams and Cisco Global TAC teams to provide reactive support and strive to provide proactive support to ensure best customer experience and mitigate business and cost impact. The director also needs in participating and sharing TS/TAC strategy, operations and keep alignment to the Theatre direction.
The position requires an experienced individual with excellent communication, influencing skills and business acumen. Specifically, in this role you will be:
• Participate in developing strategic plan to support business growth, improve customer and employee satisfactions and ensure the operational excellence and talent development
• In collaboration with the Technical Service management team, establish the performance goals and resources plan to manage TAC budget
• Implements, coordinate and participate in Theatre programs to ensure attainment of business plan for strategic goals
• Direct short-term and long-range planning and budget development to support strategic business initiatives
• Manages organization operations by directing and coordinating activities consistent with established goals, objectives, budget and policies
• Acting as the Theatre point of contact for Global Technical Assistance Centre programs, providing input and alignment to theatre requirements and directions
• Ensure on-going performance improvement by designing and deploying systematic processes designed to improve performance aligned with department objectives
• Drive the quarterly Japan TAC employee review process, succession planning for key roles and ongoing employee development strategies
• Provide executive level customer / partner engagement for critical customer issues as required
• Collaborate with Strategic Partner and Customer to develop total customer support structure Skills Required:
• Understanding of and experience in leading a team in applying all elements of Technical Support
• Excellent working relationships with other customer-facing and delivery organizations within Cisco and with appropriate business units
• Provides management guidance to peers and all levels of exempt and non-exempt employees on accomplishing goals
• Works autonomously. Accountable for formulating and delivering complex presentations throughout Cisco and to third parties such as tertiary institutions
• Outstanding ability to work cross-functionally and with customers building business partnerships and focusing on the development of the Theatre program
• Able to drive for results
• Role model for Cisco's culture and values
• Individual should be results-oriented, show strong initiative, be customer-focused, recognize effort and contributions, create a team environment, effect change, influence within and outside the organization, be team oriented and promote and effectively prepare for fast growth
• Excellent written and verbal communication, listening, negotiation and presentation skills in English & Japanese. Typically requires 5+, Over 50 staff team management experiences.
