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Dell Resolution Manager (Dutch Market) in Dublin, Ireland

Resolution Manager (Dutch Market)

Location: Dell Technologies Dublin Campus – flexible/remote locations considered

At Dell Technologies, world-class service doesn’t end when a customer purchases our innovative products. Our Technical Support team is there for them whenever they need help – by phone or email, online and on social media. No matter how complex the challenge, we rise to it. We answer questions about the installation, operation, configuration, customization and use of Dell Technologies products. For critical matters, we use our systems to provide remote diagnostic technical support. If there’s an issue with a customer’s product, we’ll analyze it, identify the cause, recommend a solution and document the problem.

Join us to do the best work of your career and make a profound social impact as a Resolution Manager on our Technical Support team in either our Dublin office.

What you’ll achieve

As a Resolution Manager you will be responsible for EMEA Wide complex escalations where the standard process has failed; ensuring customer escalations are handled in an efficient, effective, & professional manner to minimize customer impact and maximize future customer loyalty. Our Resolution Managers facilitate effective communication between all internal key stakeholders during an incident while concurrently maintaining transparency with the affected customers.

You will work with Dell ProSupport & ProSupport Plus customers as well as other eligible customers toeffectively coordinate, provide technical oversight and associated incident/escalation management on a 24/7 basis to ensure our customers have best in class service from Dell Technologies.

You will:

  • Take full ownership of high-impact & complex escalations: Identifying and preventing escalations and driving to resolution

  • Working closely with our customers, adopting 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 (TSM) and other key organizations through agreed processes to support a smooth customer experience at every stage

  • Continuously identify and drive improvement to existing service processes and procedures by identifying CLCA opportunities, coaching targets and training gaps

Take the first step towards your dream career

Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements

  • As this role is for the Dutch Market, fluent Dutch & advanced English is essential for this role

  • As high complexity customer focusing role you will have a minimum of 3-5 years experience in a Resolution Management role or 8+ years in a hands on technical support role (E.g. Quality Lead, TSE Etc.) or equivalent

  • Relevant Technical Certification(s) required - we are support agnostic - so any certifications across hardware and technical support will do!

  • Proven ability to manage remote and EMEA wide situations (Escalations, projects, relations etc.)

  • 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

  • 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

Desirable Requirements

  • Fluency in additional European language

For more information please contact james_belmont@dell.com or connect on LinkedIn here: linkedin.com/in/jamesbelmontrecruiter

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here (https://jobs.dell.com/diversity-and-inclusion) .

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here (https://jobs.dell.com/equal-employment-opportunity-policy-statement) .

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