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Dell International Product Support - Escalation Manager ( Anywhere in USA-Remote) in North Carolina

International Product Support - Enterprise Escalation Manager

Location: North America- Remote

The primary performance expectation shared by each team member of ISG IPS Engineering is to help Dell EMC and ISG achieve their business and customer satisfaction goals through individual demonstrations of engineering rigor and professionalism in meeting performance and in daily execution of business.

Dell ISG IPS Escalation Managers (EMs) are the day-to-day owners on the organization’s processes to handling of formal requests for engineering assistance (PSE) Product Support Escalations with regional support teams that submit escalations to IPS. An EM is the spokesperson for process requirements and adherence to ISG engineers both inside and outside of IPS, an EM is an advocate of execution to commitments and timely progress toward issue resolution. Leveraging experience, an EM is challenged to identify issues before they reach a critical stage and align the proper resources, whether inside and/or outside of IPS Engineering as necessary to deal with those issues.

In line with these functional expectations, the current performance plan for an EM include these high-level expectations.

  • Working inside and outside the team, help IPS engineers deliver resolution to escalated issues

  • Manage and own escalated "hot" issues for our teams worldwide

  • Support IPS Engineering strategic efforts to improve work results, processes, and customer experience

  • Demonstrate the self-initiative required to acquire new skills, develop current skills, and use them in daily work

  • The successful candidate for this position will primarily work with Engineers and regional support teams in the Americas and EMEA regions to resolve issues involving Enterprise products (Server & Storage Solutions). The candidate may also work with the APJ region on occasion.

IPS Engineering Escalation Manager will be evaluated against the following qualifications:

Required Qualifications:

  • A minimum of 6 years of professional experience working with development engineers, and/or sustaining engineers, or in a technical support management capacity, or product/program management capacity.

  • A minimum of 3 years of leading or making significant contributions to business-related projects that include process definition, implementation, and management ; Global Business Process Improvement (BPI) and/ or Six Sigma experience are a plus

  • Proficient business soft skills, including speaking, writing, persuasion/negotiation, and presentation skills to customers and engineering executives

  • Extensive experience in managing US based customer escalations. Must exhibit in-depth technical acumen of server based technologies

  • Extensive experience working with US based Sales and Services Leaders and support teams.

  • 24x7 availability for immediate escalation response

Preferred Qualifications:

  • Six Sigma experience is a plus