Dell Principal Engineer, Technical Support in Taguig, Philippines
Principal Engineer, Technical Support
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 Principal Engineer, Technical Support on our team in Philippines.
The successful candidate is primarily responsible for highly complex, unassigned customer service requests (SR); ensuring customer escalations are handled in an efficient, effective, & professional manner to minimize customer impact and maximize future customer loyalty. In addition to effective coordination, strong leadership capability, technical oversight, and associated escalation management skills the Senior RM will possess a level of extended experience and business acumen to handle sensitive political components, complex relationships and large financial impacts. The Senior Resolution Manager will facilitate effective communication between key internal and external stakeholders during a highly complex incident. If required, the Senior Resolution Manager will complete a full analysis of an incident and deliver Closed Loop Corrective Action (CLCA) reports to the appropriate business area(s). The Senior Resolution Manager will also be responsible for contributing to key business level initiatives.
Essential Duties and Responsibilities:
Engage on high-impact & complex escalations as the single point of contact in order to coordinate resources, communicate status, and drive accountability to focus the issues toward a long-term resolution.
Adopt and portray a professional approach to all customer situations and ensure commitments are set accordingly and adhered to.
Bring the highest level of RM experience to the most complex escalations involving highly technical and/or political components.
Ensure contractual service support requirements are understood, managed and delivered, and avoid over-delivery through effective expectation management.
Collaborate with the Technical Service Management (TSM) 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.
SR management covering technical troubleshooting, resource co-ordination and dispute resolution as required on an incident by incident basis.
Makes sure all parties are kept appropriately up to date with a level of internal and external communications control representative of an experienced RM.
Continuously identify and drive improvement to existing service processes and procedures by identifying CLCA opportunities, coaching targets and training gaps
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 at both and individual and team level as needed
Drive continual technical improvement through targeted certification (based on the needs of the business)
The Sr. Resolution Manager is responsible for providing improved Solution Support capability in his/her functional group by:
Acting as the single point of contact for escalation assistance In Highly Complex Escalations often with executive visibility.
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
Collaborating with the Resolution Manager Leadership team to identify and drive process improvements to the organization.
Desired Qualifications and Personnel Traits:
Minimum of 18 months in a support leadership function (E.g. Resolution Manager, Quality lead, Technical Account Manager, Etc.) or equivalent Services industry experience required.
ITIL Foundation v.3 certification preferred; required to be completed within 6 months of start date