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Dell Command Center Analyst - Round Rock, TX in Round Rock, Texas

Command Center Analyst

Round Rock, TX

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as Command Center Analyst in Round Rock, TX.

Responsible for providing service delivery process management from initial customer contact to service complete. Primary focus entails monitoring of service events to ensure agreed-upon customer SLAs will be met. Utilizes a variety of tools to identify exceptions and works cross functionally with internal and external partners to drive the services solution. Provides ongoing communications to customers, partners, and internal stakeholders pertaining to the service event. May also provide support for customer escalations and /or event management.

Key Responsibilities

  • Focuses on improving work group cooperation with internal customers

  • Manages process improvements projects independently bringing recommendations to leadership

  • Understands value added services offerings

  • Target and communicates cost savings opportunities

  • Consults with customers on appropriate preparation steps required for Proactive Event scheduling and negotiate event schedule dates as applicable

  • Manages and approves call allocations to ensure activity and expense targets are achieved

  • Responsible for first line of support for corrective maintenance and Account Management service engineers

  • Monitors and balances the workload of all assigned corrective maintenance engineers

  • Negotiate with Field management to resolve resource/staffing constraints

  • Uses sound judgment, application of general business principles and demonstrates initiative in carrying out assigned duties​​

Essential Requirements

  • 2+ years of related experience with a Bachelor’s degree; or an advanced degree without experience; or equivalent experience

  • Firm understanding of multiple business discipline

  • Basic computer skills and intermediate understanding of Microsoft Office

  • Understanding of multiple Dell internal tools

  • Exceptional customer service skills

  • Must be able to work schedule of Monday - Friday from 12 pm - 9 pm

Desirable Requirements

  • 2+ years of manufacturing and logistics experience

Benefits

We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.

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.Learn more about Diversity and Inclusion at Dell here .

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