COMPANY NEWS AND INFORMATION

Job Description:

A highly challenging and well-known position focused on improving customer satisfaction with upgrade events. This person will serve as the company's customer facing ambassador and internal customer spokesperson; By coordinating internal and external resources and communicating with senior management, engineering, sales, and customers to address all business and technical issues related to products and services, participate in and help drive upgrade issues.

duty

Serve as the primary interface for local upgrade management related to customer upgrades.

Determine priorities and drive upgrades with internal stakeholders such as the engineering department to ensure visibility, traction, and ultimate closure.

Ensure that the customer's voice can be heard throughout the entire upgrade process.

Set correct expectations and promote mitigation and resolution through effective communication.

Provide regular regional status updates for all upgraded service requests.

Identify, trend, record upgrade trends, and collaborate with product support engineering organizations on product defects and trends.

Collaborate with the infrastructure functions required for upgrade management.

Analyze and upgrade performance indicators.

Collaborate with the Global Upgrade Manager and REM to ensure process coordination and best practice improvements.

Review all upgraded service requests and identify their root causes, and use this information to drive continuous improvement for the service delivery team.

Establish and maintain communication channels with on-site teams (SE, sales, and TAM).

Go to the client's site and company office as needed.

Actively handle key customer issues related to upgrades as needed.

Skills and requirements

Customer centric approach

Show a strong sense of urgency

Have good written and oral communication and presentation skills in English and Japanese

Being able to escalate problems through defined processes until they are resolved

Having 5-7 years of technical support experience, preferably in software products or enterprise software products

Powerful negotiation skills

Strong conflict management skills

Experience of cross functional influence on others

Proof of effective work in global or international business

Capable of working effectively in high-pressure environments

Bachelor's degree or equivalent in Computer Science

ShengHong is an equal opportunity employer, and we are deeply proud of it. We will consider applicants who meet the criteria, regardless of their race, skin color, faith, religion, gender, sexual orientation, gender identity, nationality, citizenship, disability status, medical condition, pregnancy, protected veteran status, or any other characteristics protected by federal, state, or local laws. We will also consider qualified applicants with arrest and conviction records that comply with local laws.

5. Regional Sales Engineer

Job Description:

Provide pre-sales technical support and professional knowledge to the sales department to assist with sales work. Assist on-site organizations in achieving or exceeding sales quotas. May be customer-oriented or product oriented. Helps with sales account planning.

Actively participate in the sales process from transaction qualification review to transaction completion. Responsible for the technical closure of transactions. Understand the competitive situation and be able to identify locking norms (determine ShengHong's competitive advantage relative to competitors). Analyze customer requirements and recommend appropriate solutions. Responsible for demonstrating. Act as the voice of customers and influence future product designs that meet their needs- Knowledge: Possess extensive experience, use professional concepts and company goals to creatively and effectively solve complex problems.

• Strong project management skills

• Functional breadth and depth, combined with experts in complementary fields

Applying a wide range of concepts and theories to achieve innovative and effective solutions to complex problems - Work complexity/contribution: Dealing with complex problems, where the analysis of situations or data requires in-depth evaluation of various factors. Apply judgment when selecting methods, techniques, and evaluation criteria to obtain results. Establish connections with key contacts outside of one's professional field.

• Utilize demonstrated creativity and originality to support major projects, plans, and business initiatives

• Team leader

• Leading major projects

• Affects or influences the priorities, decisions, or activities of others

• Upgrading points for complex problems

Coach and mentor other junior team members - supervision: The incumbent provides leadership roles for the workgroup through their expertise in their field of expertise. Usually, work priorities can be freely determined based on the overall instructions of the manager.

• Methods and procedures for determining new tasks

• Negotiate with management on long-term goals

• Determine your own priorities, including tactics and strategy - Experience: Bachelor's degree and over 8 years of relevant experience; At this level, graduate courses may be desirable, or

Master's degree and more than 6 years of relevant experience, or doctoral degree and more than 3 years of relevant experience

ShengHong is an equal opportunity employer, and we are deeply proud of it. We will consider applicants who meet the criteria, regardless of their race, skin color, faith, religion, gender, sexual orientation, gender identity, nationality, citizenship, disability status, medical condition, pregnancy, protected veteran status, or any other characteristics protected by federal, state, or local laws. We will also consider qualified applicants with arrest and conviction records that comply with local laws.