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Dell Senior Resolution Manager (f/m/d) in Halle, Germany

Senior Resolution Manager (f/m/d)

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 as a Senior Resolution Manager on our Technical Support team in Halle to do the best work of your career and make a profound social impact.

What you’ll achieve

As a Senior Resolution Manager, you will resolve complex technical issues in a fast-paced, customer critical environment, working on improving processes, standards and strategies to perfect our Support Services.

The successful candidate is primarily responsible for EMEA Wide complex, unassigned customer service request (SR) resolution; ensuring customer escalations are handled in an efficient, effective, & professional manner to minimize customer impact and maximize future customer loyalty. The role requires the effective coordination, technical oversight and associated incident/escalation management on a 24/7 basis to support customers who have purchased the Dell Technologies ProSupport & ProSupport Plus offering, or any other customer escalation that meets pre-determined, internal criteria. The RM will facilitate effective communication between all internal key stakeholders during an incident while concurrently maintaining transparency with the affected customer(s). If required, the RM will complete a full analysis of an incident and deliver Closed Loop Corrective Action (CLCA) reports to the appropriate business area(s). They will also drive case age reduction through coaching, mentoring and identifying key technical gaps or call avoidance opportunities.

You will:

  • Take full ownership of high-impact & complex technical SRs in order to prevent out-of-process escalations

  • Adopt 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 SAM Organization through agreed processes

  • Upon request, coordinate and produce formal documentation for major escalations, such as summary reports, post incident/root-cause reports and analysis reports

  • Development, issuing and overall control of communications both internal and external during a service engagement making sure all parties are kept appropriately up to date

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

  • Document best practices and knowledge base articles to drive service improvements

  • Collaborate with the wider Regional (EMEA, ABU or APJ) and Global Services network to ensure best practices are in use at all times

  • Drive all required Critical Success Factors and Key Performance Indicators and provide in Root Cause Analysis, CLCA analysis and feedback as needed

  • Control and reduce escalations, both executive and non-executive by engaging proactively on identified cases and owning as required

  • The Senior Resolution Manager is responsible for providing improved Solution Support capability in his/her functional group by:

  • Attending all required technical, business and functional training sessions

  • Championing a customer-focused service delivery methodology through cross queue coordination

  • Driving case ownership and management

  • Driving and sustaining improvements in overall SR age and all quality metrics

  • Driving first time fix on all service calls

  • Adopt Leader approach to facilitate effective communication between Resolution Managers, and internal key stakeholders during an incident.

  • Maintain relationships within ISG and other parts of the business to aid your team in cross-functional collaboration.

  • Be responsible for driving key business and Team level initiatives.

  • Provide coaching/consulting to Resolution Managers on complex technical and/or political escalations

  • Act as the single point of contact for escalation assistance to the Resolution Manager

Desired Qualifications and Personnel Traits:

  • Fluent in Russian communication and very good English communication, any additional language appreciated.

  • Minimum of 12 months in a Customer facing Resolution Management function (E.g. Resolution Manager, Team Lead, Technical Account Manager, Etc.) or equivalent

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

  • ITIL Foundation v.3 certification preferred; intermediate modules appreciated.

  • Relevant Technical Certification(s) required/preferred (dependent on specific RM position)

  • 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

  • Experience working in large technical support organizations preferred; able to quickly become effectively agile within the Dell Support Resolution Team and beyond the organizational boundaries

  • 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

  • Proven business acumen, intellectual capability, verbal and written communication / customer support / interpersonal / presentation / conflict resolution skills

  • Self-starter, Self-driven and Decision Maker

  • Leadership skills (People Manager / Training/ Coaching)

  • Project Management skills

  • Ability to work out of normal office hours as part of the Follow the Sun (FTS) on call team

  • Ability to work on stretch assignments like process improvement initiatives at EMEA/Global level etc.

  • Relationship with local BU i.e. 'developing and fostering (or maintaining) relationship with key stakeholders within our local business unit

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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