Escalations Specialist, Advisor

Location JP-Tokyo
Job ID
95398
Function
Customer Service
Recruiter
Ayden Oh
LITag
#LI-AO1
Position Level
Advisor/Advanced/Manager

Overview

Owns resolution of cases or "incidents" not resolved within the normal service level agreements or normal technical support path. Brings cases to resolution to the mutual satisfaction of Zebra and the customer. Addresses issues typically of global or similar scope or high priority customers. 

Responsibilities

  • Leverages deep knowledge of the services organization and Zebra's solutions to drive resolution of complex "incidents" not resolved within service level agreements or through the normal customer/technical support path with focus on quick restoration of service to normal levels and minimizing impact on the customer's operations
  • Cases are typically "critical" in nature as defined by decision matrix
  • Does not directly troubleshoot or solve technical cases, but rather project manages resolution of the issue by collaborating internally with engineering, technical support, IT and other stakeholders as appropriate. Feeds updates and resolution to assigned CEM.
  • Communicates directly and regularly with senior management internally and in the customer's organization. Leverages strong influencing skills to resolve issues
  • Owns internal reporting/updates on the status of resolution to management and other stakeholders until resolved
  • Resolution may include redirecting the case to core technical support, repair operations or contracts teams with specific instructions on next steps to take
  • Demonstrates strong understanding and application of ITIL best practices around "Incident Management"
  • Identifies trends in incident cases or data. Uses data to drive recommendations for changes to service, training or business process
  • Proactively works with management to identify and address incidents that may be ageing or escalating or may be considered "problems" to prevent future incidents in the customer install base

Qualifications

  • Master's degree
  • 8-12 years experience
  • Intermediate to advanced understanding of Zebra's internal technical support processes and solutions
  • Intermediate skill in Microsoft office applications - Word, Excel, Outlook and PowerPoint
  • Strong project management skills. PMBOK or similar certification strongly preferred
  • Strong written communication skills and attention to detail
  • Strong customer facing skills including translation of technical content to a non-technical audience, positioning progress positively and diplomatically resolving conflicts as they occur
  • Strong presentation skills, with experience delivering to Director level audiences
  • Solid professional work behaviors - attendance, teamwork, time management
  • Local language requirement may also apply

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