Manager 1, Technical Support

Job Description

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Technical Support Engineer 2 on the Dell EMC Networking Support team.

Join Dell and you’ll work in a dynamic environment with other motivated, talented individuals who inspire greatness in their teammates. Our unique position as a technology leader ensures that you’ll always be challenged in your work and supported in reaching your most ambitious goals.

Function Product Services Job Family Technical Support Manager Job Family Summary Oversees the support of customers encountering problems using the company's products. Supervises representatives that are answering customer inquiries, primarily over the telephone, e-mail, chat, or online. Establishes and maintains systems that provide solutions to customer questions and problems. Reports new or recurring problems to design departments. Ensures representatives are properly trained when old products are upgraded or new products are released. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Analyzes and responds to operational, productivity, and/or customer satisfaction data.

Principal Accountabilities

 Directs the efforts of others in the achievement of the strategic and operational objectives of the group.

 Manages the hiring, staffing and maintaining of a diverse and effective workforce.

 Responsible for career development/planning, performance and pay discussions of team members.

 Resolves and directs technical and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer based satisfaction.

 Responsible for achieving target customer satisfaction levels within the technical support organization.

 Develops plans and objectives and participates in cross-functional projects and business initiatives to improve operational performance for the organization.

 Assists in the development and implementation of strategic plans, initiatives, and direction.  Works with customers and internal teams to resolve issues.

 Resolves customer escalations as appropriate.

Benefits:

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.

Typically requires 5+ years of related experience with a Bachelor’s degree; or 3+ years with a Master’s degree; or a PhD without experience; or equivalent experience

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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. Dell encourages applicants of all ages. Learn more about Diversity and Inclusion at Dell here.