Dell Resolutions Manager - Oklahoma City, OK or Round Rock, TX in Oklahoma City, Oklahoma

DESCRIPTION:

Resolutions Manager - Oklahoma City, OK or Round Rock, TX

Join Dell and youll work in a dynamic environment with other motivated, talented individuals who inspire greatness in their teammates. Our unique position as a technology leader ensures that youll always be challenged in your work and supported in reaching your most ambitious goals.

The Resolutions Manager is responsible for providing improved Solution Support capability in his/her functional group by a ttending all required technical, business and functional training sessions; c hampioning a customer-focused service delivery methodology through cross queue coordination; d riving case ownership and management; d riving and sustaining improvements in overall SR age and all quality metrics; and d riving first time fix on all service calls.

Role Responsibilities

-Take full ownership of high-impact and 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 Technical Account Management (TAM) Organization through agreed processes

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

  • Provide SR management covering technical troubleshooting, resource coordination and dispute resolution as required on an incident by incident basis

  • Develop, issue, and possess overall control of internal and external communications during a service engagement, making sure all parties are kept 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

  • Drive continual technical improvement through targeted certification (based on the needs of the business)

QUALIFICATION:

Requirements

  • Undergraduate degree and 4+ years, or Graduate degree and 2+ years of experience in a technical support function (i.e., Quality Lead, Technical Mentor, Case Mentor, Dispatcher, Technical Account Manager, etc.)

  • 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

  • Self starter that is willing to learn and able to manage ambiguity and operate effectively with little supervision

Preferences

  • ITIL Foundation v.3 certification preferred; required to be completed within 6 months of start date

  • Relevant technical certification(s) required/preferred (dependent on specific RM position)

Company Description

With more than 100,000 team members globally, we promote an environment that is rooted in the entrepreneurial spirit in which the company was founded. Dells team members are committed to serving our communities, regularly volunteering for over 1,500 non-profit organizations. The company has also received many accolades from employer of choice to energy conservation. Our team members follow an open approach to technology innovation and believe that technology is essential for human success.

Why work with us?

  • Life at Dell means collaborating with dedicated professionals with a passion for technology.

  • When we see something that could be improved, we get to work inventing the solution.

  • Our people demonstrate our winning culture through positive and meaningful relationships.

  • We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.

  • Our team members health and wellness is our priority as well as rewarding them for their hard work.

Dellis an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate.Dellencourages applicants of all ages.