Dell Senior Resolution Manager (RM) - Western Europe, Middle East & Israel
Location: Dell Technologies Dublin Campus, Cherrywood
Are you a brilliant problem solver who could provide Enterprise level support for a game-changing, enterprise-wide support service? Do you want to be a hero to Dell’s EMEA customers by resolving their complex IT issues? If yes, then look no further as we have the right role for you.
Within Dell Services, we are looking for a Senior Resolution Manager (RM) to join our EMEA Team.
The successful candidate is primarily responsible for EMEA Wide complex, unassigned customer service request (SR) resolution; ensuring customer escalations are handled in an efficient, effective, & professional manner to minimize customer impact and maximize future customer loyalty. The role requires the effective coordination, technical oversight and associated incident/escalation management on a 24/7 basis to support customers who have purchased the Dell ProSupport & ProSupport Plus offering, or any other customer escalation that meets pre-determined, internal criteria. The Senior RM will facilitate effective communication between all internal key stakeholders during an incident while concurrently maintaining transparency with the affected customer(s). If required, the RM will complete a full analysis of an incident and deliver Closed Loop Corrective Action (CLCA) reports to the appropriate business area(s). They will also drive case age reduction through coaching, mentoring and identifying key technical gaps or call avoidance opportunities.
Essential Duties and Responsibilities:
Desired Qualifications and Personnel Traits:
Benefits
Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.
Dell is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics.
About Dell
Dell sells personal computers, servers, data storage devices, network switches, software, computer peripherals, HDTVs, cameras, printers, MP3 players and also electronics built by other manufacturers.
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