Thanks to @HeatherMcGough
for bringing us this profile!
Although, he has been busy travelling to our Mobile partners and
also pulling out his ski gear as he is anxious to hit the Northwest mountains
with his family – I was lucky to catch up with Jeff Hensien, Sr
Director of Mobile Support.
is your Microsoft anniversary date? 1994 (yes
16 years ago)
us a bit about your career and how it brought you to where you are today? I
began my Microsoft career doing phone support for Windows 3.11, I then quickly
moved to start up the Office Support Team. This opened an opportunity for me to
enter into management which paralleled nicely with my degree in Finance and
Business Management. Next, I was given the opportunity to work closely with
product groups for Office and windows, supporting pre-release products. Then I
was given exposure to our Premier customers. Throughout my tenure I have worked
across multiple facets of support in both hardware and software which in turn
has given me diverse experience. I have always challenged myself to learn new
aspects of the business and business models and stay on the cutting edge.
brought you to E&D: I wanted to leverage my software
support knowledge along with my hardware services experience in the consumer
space. I came into this role 2 years
ago, tasked to lead next generation for Zune support, to work closely with
partners and OEM’s to support platform and services.
kind of projects are you currently working on? Win Phone
7! My organization is driving toward successful
customer facing solutions –
self-help options. Enabling partners to effectively support Win Phone 7 devices
and drive market share and reduce device return rates.
Any advice for potential candidates looking to connect to Microsoft? Understand
the opportunities from a customer experience perspective, look to areas where
you can innovate and drive collaborative engagement, problem solve, think about
how to drive impact and results and create the right visibility. How do we
improve the overall health of the organization? Be self critical – what are you
doing for self-development to improve your own skills? The mobile market is
changing quickly and as a company we have to respond quickly to customers
- think about how we can do this effectively and efficiently . How do we think
through the delivery of support? What are the tools/capabilities we need to
drive effective support model, how do we drive revenue, loyalty and market
share – this is very inter-connected. We are looking for candidates that can
come in and understand that business landscape and lead in areas to improve the
What sites/blogs do you frequent or recommend? OEM
and Operator Forums, Facebook (what partners and customers are doing from a
communication perspective), [JHensien] MSAnswers,
Twitter (HTC, Windows Phone, Mobile Crunch, T-Mobile, AT&T,
Windows Phone Support, Zune) I also look at how customers are using social
media channels. How is it a support link channel? How can we make it better for
our customers – better content/better tools. How can we be proactive vs.
Windows Phone 7 will you be getting and why? He is
LOVING his Samsung Focus