Job Description

Research In Motion Limited® (RIM)® is a world leader in the mobile communications market and has a history of developing breakthrough wireless solutions. RIM’s portfolio of award-winning products, services and embedded technologies is used by thousands of organizations around the world and includes the BlackBerry® wireless platform, the RIM Wireless Handheld™ product line, software development tools and software/hardware licensing agreements. RIM is seeking driven individuals who can take our wireless data products to the next level in the global wireless market. Are you ready to make a difference in the world of mobile communications with RIM?

POSITION SUMMARY

As a key member of our local RIM Korea team, the After-Sales Customer Support Manager (“ASCSM”) will interface with our external customers and partners, as well as RIM internal partners to ensure that we are delivering exceptional AS support – principally in the areas of Customer & Technical Support, Warranty & Repair and Voice Quality.

The ASCSM possesses ownership of the day to day responsibilities of our AS service delivery and is also responsible for the continuous improvement to our quality of service by being customer / market focus and engaging with our internal teams.

Moreover, the After-Sales Customer Support Manager is the principal interface into RIM’s internal cross functional departments, globally – providing advice and persuading teams to enhance their support of the Korean market at a departmental level. Working between regions to ensure smooth running of our AS delivery, flexibility is required to communicate effectively with the organization, including a willingness, on occasion to work extended hours to fit with the global time zones. The After-Sales Customer Support Manager will also support cross functional team initiatives, positively creating visibility on achievements and opportunities.

RESPONSIBILITIES

• The successful candidate’s responsibilities will include:
• Management of the relationship with our external customers and partners
• (SK Telecom and others)
• Management of the relationship with our external suppliers (SKNS and others)
• Proactive management of AS processes and projects, to meet key service levels
• Track and deliver monthly service level reports to local and regional teams
• Create and enhance appropriate AS processes by establishing formal acceptance handoff processes between our Customer Support Operations, Global Repair Services and BlackBerry System Engineering organizations
• Addressing any escalated Voice of Customer issues if and when they are seen
• Ensure outsourced/contract staff adhere to RIM’s standards, policies and procedures
• Ensure costs are monitored and kept efficient within a reasonable limit

ESSENTIAL SKILLS AND QUALIFICATIONS

• 5-8 years experience in similar capacity
• Strong and effective interpersonal skills
• Fluent in English and Korean
• Analytical and creative problem solver
• Strong team player, motivated self-starter and the ability to work autonomously
• Ability to meet deadlines
• Ability to work on own initiative
• Strong communication and presentation skills (both conference and in person)
• Ability to work with regional peers to coordinate activities across multiple regions
• Ability to multitask, establish priorities and manage conflicts

If you’re driven to take wireless technologies to the next level, it’s time you join the team at RIM. We offer a challenging environment that fosters creativity and rewards excellence. Employees also have use of our award winning BlackBerry!

© 2011 Research In Motion Limited. All Rights Reserved. The BlackBerry and RIM families of related marks, images and symbols are the exclusive properties of Research In Motion Limited. RIM, BlackBerry, “Always On, Always Connected” and the “envelope in motion” symbol are registered with the U.S. Patent and Trademark Office and may be pending or registered in other countries.