Research On The Leadership Development In QSD APAC Technical Support Center

With the information technique is more and more deeply used in business operations, due to wider adoption of business application solutions and more customizations to the business application solutions for special customer requirements, business production system maintenance becomes more complicated than before. Because of this, the post-sales service from software vendors has demonstrated its importance to these customers. Technical service team has been playing a more obvious role during procurement decision making. A technical service team leader started to play a critical role in daily service business. As examples, to achieve higher customer satisfaction, among some global high-tech professional service providers, there are more and higher level requests to their leaders:not only deep understanding of advanced technical knowledge, but also global perspective, excellent people management and leadership skills.This paper mainly carries on the research about the leadership development of high technical service team managers in a globalized IT firm. Based on the latest Leader Traits theory (Zaccaro, Kemp, Bader,2004) and the definition of leadership development model, by leveraging leader attributes model framework, an in-depth analysis is conducted on the leadership development and training in QSD Asia Pacific Technical Support Center. Based on current leader traits weakness of technical support team leader in QSD, a solution proposal, including candidate selection, target setting, management training and experience accumulation, has been raised. At the same time, the suggestions and methodologies to implement the proposed solution have also been provided during the research.