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Technology Services Manager

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Account Services Mgmt
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17000XPM Requisition #
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Job Description:
  • The Technology Services Manager ensures a positive customer experience by providing oversight and account management for customer's technical and support issues. They work on behalf of the customer to ensure end to end delivery on incident resolution per the performance measurement and criteria established in Dell EMC Services and by the customer.
  • Acts as a single point of contact for customer escalations.
  • Makes time sensitive, mission critical decisions that impact customer operations.
  • Coordination and oversight to problem solving efforts between customers and field service personnel, software support, investigation and analysis of product problems.
  • Assists with non technical escalations as needed. Examples include, but are not limited to: Missing, Wrong or Damages incident, Customer Care, Tag Transfer etc.
  • Develops and delivers service performance reports on all critical support incidents, adheres to customer support plans and relationships, uses complex analytical skills to recognize trends and improve performance in order to assist account teams ability to recognize revenue goals.
Job Complexity/Scope:
  • Leads small customer and tactical level projects (break fix space); interacts cross functionally
  • Scope of Impact includes goals that impact the group or team
  • Supports all Product lines, both Client and Server.
Provides resolutions to a diverse range of complex problems

Qualification:
  • May coordinate work of other employees
  • 3 - 5 Years Relevant Experience. Experiences include Project Management, technical pre and post sales, good customer handling and presentation skill, ability to deal with ambiguity and process great team spirit, proficient in articulating fact/details with various level (from engineer to higher management team)
  • Process at least a High School Diploma/degree in IT related course and
  • Process one or more technical certification such as CCNA, RHCE, MCITP, or equivalent
  • Candidate with professional certification such as PMI and/or ITIL certification will be an advantage


17000XPM

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