Saturday, April 14, 2012

Microsoft Nigeria Recruits PFE Manager – Nigeria (Customer Service)

Microsoft invites applications from suitably qualified candidates to fill the position of Premier Field Engineering (PFE) Manager – Nigeria.

Our opportunities are broader than you might think. You could find yourself working on software applications and services for consumers, gamers, developers, businesses or governments. Or you might focus on hardware products ranging from gaming consoles to PC keyboards and mice. With so many choices, the opportunities to achieve your potential couldn’t get much better.

Job Title: PFE Manager – Nigeria
Job Category: Customer Service & Support
Location: Nigeria, Lagos
Job ID: 790096
Division: Services & Support


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
Delivery Excellence
Business Management
People 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

Workforce Planning

Growth and Innovation surrounding the PFE catalog of services

Continued focus on Customer Satisfaction

Team Readiness & development according to role readiness roadmap with emphasis on customer health

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.

Premier Service Support Delivery Management Process

Escalation Response Management

Customer Satisfaction Survey Process

Enterprise Service Support Delivery Core Data Reporting

Other internal organizations this role will interact with include:

Enterprise Partner 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.


A minimum of 2 years or more experience in front line management in an enterprise support environment

3+ years experience in business and process management

Solid experience in regards to design and management of a high performing datacenter is a must.

Experience with negotiation and implementation of customer SLA and OLA is a requirement

Working knowledge and experience in teaming with MS Partners

Experience with working with virtual and remote multi-cultural teams

Value proposition level understanding of Microsoft products and services

Prior account planning and delivery experience preferable in a service environment
Proven record for delivery business results and customer satisfaction.

Application Deadline
20th April, 2012

How To Apply
Interested candidates should: