Advisor, Account Sevices Management
Dell
Manila, Philippines
20d ago

Why Work at Dell?

Endless challenges and rewards. Opportunities on six continents. A team of colleagues fueled by collaboration. All this, and a company deeply committed to integrity and responsibility.

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 (TAM) 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

  • SR management covering technical troubleshooting, resource co-ordination and dispute resolution as required on an incident by incident basis
  • 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
  • Drive continual technical improvement through targeted certification (based on the needs of the business)
  • The Resolution Manager is responsible for providing improved Solution Support capability in his / her functional group by : Attending all required technical, business and functional training sessionsChampioning a customer-
  • focused service delivery methodology through cross queue coordinationDriving case ownership and managementDriving and sustaining improvements in overall SR age and all quality metricsDriving first time fix on all service calls

    Desired Qualifications and Personnel Traits :

  • Minimum of 12 months in a technical support function (E.g. Quality lead, tech mentor, case mentor, dispatcher, Technical Account Manager, Etc.
  • or equivalent Services industry experience required

  • ITIL Foundation v.3 certification preferred; required to be completed within 6 months of start date
  • 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 that is willing to learn and able to manage ambiguity and operate effectively with little supervision
  • Apply
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