Technical Advisor (Fluent In Japanese & English | 5+ YOE With CRM Systems | Dynamics Power Platform)

Role Purpose:
A Partner TA (PTA) is a service delivery focused subject matter expert. They are responsible for incident metrics such as Customer Satisfaction (quality of the support experience), frontline engineer technical readiness and process compliance. They provide in-depth technical & subject matter expertise for one or more services or scenarios. Their primary accountability is to the engineers at a support vendor (also known as a supplier or delivery partner), focusing on the higher volume services and engaging through technical & SME mentorship, readiness and escalation management. They are expected to contribute to technical expertise and issue resolution globally.
The Impact You'll Be Making:
You will be part of a team responsible for providing an outstanding technical support experience to our customers and partners. Your role is to act as a technical and process expert to drive a team of engineers to successfully own and manage the customer experience, from problem identification to full resolution. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical and delivery excellence support process expertise (either on your own or by involving your colleagues), identify engineer readiness gaps and work on readiness initiatives to improve, identify support volume generators and look for creative solutions to minimize their impact. You need to be an excellent communicator and a service oriented professional.
Core Responsibilities:
• Provide technical & SME coaching for Delivery Partner (DP) Engineers/Advocates
• Partner with the SDM and CSS Training teams (CSS L&D and WWL) to address any readiness gaps, ensuring findings and remediations shared across Delivery Partners and LOBs, as applicable.
• Case management duties (incoming inspection, escalations, tech reviews/triage, wellness, reduced "time to..." measures)
• Readiness Content (identify need for and create content; contribute to readiness efforts where you are the SME)
• Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process)
• Contribute to Supportability activities (case analysis and case pattern recognition, deflection initiatives, and other Supportability improvements working w/SPM, Service TA, PG)
• Release Management and Deployment for DP (ensure it happens, don't own directly)
• Focus on the quality of engagement, working with the DP Quality team
• As a technical/program SME, collaborate with all stakeholders to identify and recommend technical/program process and tool opportunities, leading with innovation within their scope and prioritizing needs when beyond.
• Provide Frontline Technical or Sales Operations Oversight to DP
• Participate in DP weekly business reviews
• Participate in Product Group Triages (coordinated with Engineer TAs and Service TAs)
• Approval of escalations to product group on behalf of DP (known as ICMs, Bugs or similar - varies by SBU)
• Land 'Time to Competency' for DP Resources
• Participate in Technical & SME Interviews for New PTA Hires
• Direct Customer Contact (to support frontline engineers, periodic case ownership to maintain technical expertise)
• Raise and share opportunities from Voice of the Customer
• Lead or participate in building communities with peer delivery roles (SEE/EE/EEE/TA); may be workload or specialty specific.