Escalations Specialist, Senior

Location JP-Tokyo
Job ID
98674
Function
Customer Service
Recruiter
Darcy Wee
LITag
#LI-DW1
Employment Type
Employee (Full-time)
Position Level
Senior/Supervisor

Overview

At Zebra, we extend the edge of possibility by shaping the future of work on the front line—reinventing how businesses run and moving society forward.

We are a community of changemakers, innovators and doers who come together to deliver a performance edge to the front line of business. We develop new technologies and create new solutions with partners to help organizations act with greater visibility, connectivity, and intelligence—delivering better experiences for workers and those they serve.

Being a part of Zebra means being seen, heard, valued, and respected as you define your path to a fulfilling career. Here, you’ll have opportunities to learn and lead at a leading company, and you can channel your skills towards causes that you and the Zebra community care about, locally, and globally.

Together, we've only begun to define the edge of what's possible—for our people, our customers, and the world.

 

Build your edge. Build what's next.

Join a community of changemakers, innovators, and doers.

Join Zebra.

 

Overview

The Senior Escalations Specialist 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 of typically regional or similar scope.

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
  • Scope of "incidents" may be regional, or global in nature, regional and not considered "critical" case (per matrix to determine assignment to Critical Account Support Process (CASP) teams), but are considered urgent and require rapid successful resolution
  • Does not directly troubleshoot or solve technical cases, but rather project manages resolution of the issue by collaborating internally with engineering, technical support, Contract Administration, IT and other stakeholders as appropriate. Feeds updates and resolution to assigned CEM or other customer facing resources to convey to the customer
  • Owns internal reporting/updates on the status of resolution to management and other stakeholders until resolved
    Resolution may include redirecting the Issue to core technical support, repair operations or contracts teams with specific instructions on next steps to take
  • Works directly with the end customer to ensure full understanding of customer concerns and issues; maintains professional demeanor and instills customer confidence that the issue will be fully resolved in a timely manner
  • Demonstrates strong understanding and application of ITIL best practices around "Incident Management"

Qualifications

  • Bachelor's degree
  • 5-8 years experience
  • Intermediate to advanced understanding of Zebra's internal Zebra support processes and solutions
  • Intermediate skill in Microsoft office applications -Word, Excel, Outlook and PowerPoint
  • Strong project management skill. PMBOK or similar certification strongly preferred
  • Strong written communication skills and attention to detail
  • Solid professional work behaviors-attendance teamwork, time management
  • Local language requirement may also apply

 

Zebra Benefit Package

We offer competitive pay, bonuses, benefits, career/personal growth and work/life programs to ensure that you are empowered to succeed as a member of the Zebra family

 

Equal Opportunities:

Zebra is committed to offering equal opportunities and an inclusive & diverse working environment. Therefore we encourage applicants from all sections of the community!

Zebra’s culture is encouraging and collaborative where employees are encouraged to learn and grow together.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

 

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