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Customer Support Mgr 2

Job ID 187107BR Date posted 09/13/2017
GENERAL SUMMARY
Provides focus with DELL EMC for all service issues to our internal and external customers. Acts as EMC's ambassador/liaison to the customer and as the customer's representative within Dell EMC. Applies customer service expertise in order to resolve complex customer issues by coordinating the technical support between the field and Customer Service managers. Interfaces with Senior Management, Engineering, Sales, Marketing, Customer Service and customers to resolve business, and technical issues on all products and services.
PRINCIPAL DUTIES AND RESPONSIBILITIES
·Identifies and facilitates the route of all queries and problem resolution from the customer / field to Corporate Technical Support and Engineering. Advises EMC senior management of any developments and action plans. Generates support plans to resolve complex service related problems.
·Chairs meetings and conference calls at short notice with internal and external stakeholders from Senior Management and above.
·Provides formal, executive quality written communication regarding critical escalations to Senior VP level stakeholders
·Analyzes customer issues with respect to business, operational and financial areas of customer service and has responsibility for making decisions relating to these issues. Controls and directs internal resources in terms of setting time requirements and expectations.
·Coordinates activities with Account Personnel from Sales, System Engineering, TSG and Customer Service to ensure all customer needs are met. Acts as point of escalation for front line issues and concerns on specific problems relating to assigned region or country and is responsible for ensuring follow up and fault resolution. Coordinates all aspects of ongoing service issues, technical assistance and direction to customers regarding EMC products.
·Integrates customer and EMC business requirements with technical requirements to determine best course of action when resolving customer issues. Enables sales by positioning solutions to protect EMC product image while identifying sales opportunities. Gather customer intelligence on sensitivities and expectations.
·Ensures suitable level of service personnel and activity during problem resolution at all locations. Prepares and presents key business issues to senior management to provide and obtain information and to build consensus regarding project direction.
·Interfaces with customer on behalf of senior management via customer meetings and written communication. Responsible for acting as EMC CS Liaison for customer visits to the Executive Briefing Center.
·Will be required to occasionally work on weekend oncall
SKILLS
·Excellent business writing skills
·Organizational skills.
·Senior Customer Service skill.
·Ability to work independently.
·Communication skills.
·Presentation skills.
·Interpersonal skills.
·Sense of urgency.

When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities-all to create a compelling and rewarding work environment.

Job ID

187107BR