Job Description

Role Overview We are expanding our APAC services & support teams. We are looking for a service relationship manager which main role will be to ensure effectiveness of the services delivered to our customers. We require candidates with the ability to identify and resolve problems in a timely manner; to guide and mentor team members as well as external resources to optimize the efficiency and the quality of service provided to our customers. The position requires strong oral and written communication skills - ability to speak clearly and persuasively, to listen carefully to ensure full understanding of the situation, and to respond well to questions when dealing with both positive and negative situations. The position also requires the ability to write clearly to provide full information as well as to understand and interpret written information. Responsibilities:

• Oversees the distributor L1 Technical Support Program.
• Provides onboarding and trainings for Fortinet distributors.
• Provides regular meetings with channel members, distributors and TAC staff to review and improve support performance.
• Issues out monthly reports and prepares quarterly scorecards.
• Provides ticket reviews for meetings with distributors to make sure processes are followed and tickets were correctly worked on prior to having been escalated to the FTNT TAC.
• Focuses on service quality and maximizing customer satisfaction.
• Develops excellent working relationships between customers, distributors, and Fortinet TAC engineers. Responds to customer complaints and requests with regards to technical support.
• Maintains and analyzes survey and ticket reports, identifies and reports key items of negative feedback (i.e., lack of technical information online, product issues, SLA violations).
• Manages and finds corrective actions for negative surveys, poor performance or lack of skills.
• Grants ITF VMs for distributor lab purposes.
• Creates incentives to increase motivation of participating distributors.
• Drive continual process improvements to achieve business goals and maximize customer experience.
• Work closely with the TAC organization to ensure the technical input is obtained and validated.
• Maintain an intimate understanding of Fortinet support organization, its scope and limitations.
• Updates databases on a regular basis.

Requirements:

• Profound technical knowledge and experience with Fortinet products and technologies, NSE7 desired.
• Strong communication and interpersonal skills.
• Ability to build and maintain relationships with our business partners.
• Customer-oriented mindset, self-driven, motivated, reliable.
• Excellent command of the English language (written and spoken), other languages are an advantage.
• Team player and with ability to think out of the box.
• Educated to degree level in a technical or management discipline and/or extensive experience in program management operating in a similar role.
• Ability to manage and seek resolution to conflicts.
• Excellent client-facing and internal communication skills.
• Solid organizational skills including attention to detail and multi-tasking skills.
• Strong working knowledge of Microsoft Office and other role-based software tools.
• PMP / PRINCE II / ITIL certification is a plus.
• Ability to set personal objectives being self-driven for achievement and motivation.

Fortinet is an equal opportunity employer.

We will only notify shortlisted candidates.

Fortinet will not entertain any unsolicited resumes, please refrain from sending them to any Fortinet employees or Fortinet email aliases. Should any Agency submit any resumes to Fortinet, these resumes if considered, will be assumed to have been given by the Agency free of any related fees/charges. #LI-JS1