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Senior Resolution Manager

Dell

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Job Details

Location: 2 Páirc Choill Na Silíní, Coill na Silíní, Baile Átha Cliath, Ireland Posted: Nov 29, 2019

Job Description

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:

  • Take full ownership of high-impact & complex technical SRs in order to prevent out-of-process escalations
  • Adopt and portray a professional approach to all customer situations and ensure commitments are set accordingly and adhered to
  • Ensure contractual service support requirements are understood, managed and delivered, and avoid over-delivery through effective expectation management
  • Collaborate with the Technical Account Management (TSM) Organization through agreed processes
  • Upon request, coordinate and produce formal documentation for major escalations, such as summary reports, post-incident/root-cause reports and analysis reports
  • Development, issuing and overall control of communications both internal and external during a service engagement making sure all parties are kept appropriately up to date
  • Continuously identify and drive improvement to existing service processes and procedures by identifying CLCA opportunities, coaching targets and training gaps
  • Document best practices and knowledge base articles to drive service improvements
  • Collaborate with the wider Regional (EMEA, ABU or APJ) and Global Services network to ensure best practices are in use at all times
  • Drive all required Critical Success Factors and Key Performance Indicators and provide in Root Cause Analysis, CLCA analysis and feedback as needed
  • Control and reduce escalations, both executive and non-executive by engaging proactively on identified cases and owning as required
  • The Sr Resolution Manager is responsible for providing improved Solution Support capability in his/her functional group by:
    • Attending all required technical, business and functional training sessions
    • Championing a customer-focused service delivery methodology through cross queue coordination
    • Driving case ownership and management
    • Driving and sustaining improvements in overall SR age and all quality metrics
    • Driving first time fix on all service calls
    • Adopt Leader approach to facilitate effective communication between Resolution Managers, and internal key stakeholders during an incident.
    • Maintain relationships within GSD and other parts of the business to aid your team in cross-functional collaboration.
    • Be responsible for driving key business and Team level initiatives.
    • Provide coaching/consulting to Resolution Managers on complex technical and/or political escalations
    • Act as the single point of contact for escalation assistance to the Resolution Manager

Desired Qualifications and Personnel Traits:

  • Fluent English
  • Second European language is desired
  • Minimum of 18 months in a Customer facing Resolution Management function (E.g. Resolution Manager, Team Lead, Technical Account Manager, Etc.) or equivalent
  • Proven ability to manage remote and EMEA wide situations (Escalations, projects, relations etc.)
  • ITIL Foundation v.3 certification preferred;
  • Relevant Technical Certification(s) required/preferred (dependent on specific RM position)
  • Possess a Customer-Focused mentality and a willingness to provide prioritization, planning, coordination, ownership and accountability for each escalation handled with tact and diplomacy at all times
  • Experience working in large technical support organizations preferred; able to quickly become effectively agile within the Dell Support Resolution Team and beyond the organizational boundaries
  • Strong analytical / technical problem solving and troubleshooting skills across the wide range of industry hardware and software, with an emphasis on all Dell product offerings
  • Proven business acumen, intellectual capability, verbal and written communication / customer support / interpersonal / presentation / conflict resolution skills
  • Self-starter, Self-driven and Decision Maker
  • Leadership skills (People Manager / Training/ Coaching)
  • Project Management

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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