Leverages knowledge of the organization and Zebra’s business processes and solutions to drive resolution of issues with focus on quick restoration of service to normal levels and minimizing impact on the customer’s operations
Project manages resolution of issues by collaborating internally with engineering, technical support, customer and partner services, IT and other stakeholders as appropriate.
Updates the customer directly where appropriate or feeds updates and resolution to appropriate customer facing resources
Assists with internal reporting / updates on the status of resolution to management and other stakeholders until resolved
May work directly with the end customer to ensure full understanding of customer concerns and issues; maintains professional demeanor and instills customer confidence that the issue will be fully resolved in a timely manner
Work closely with customer appointed Customer Success Manager for any issues and/or other activities/tasks related to the supported customer
May manage an escalation or exception process such as backorder, RMA resolution, shipment discrepancy, inventory reconciliation
Drives and supports technical and operational customer escalations by engaging with internal and external stakeholders
Responsible for working with appointed Customer Success Manager in identifying and driving Continuous Service Improvements in order to implement service, process and function improvements
Assist with the investigation of problem cases, monitor the impact of problems on agreed service levels and initiate appropriate improvement actions
Qualifications:
Bachelor's degree
5-8 years experience
Intermediate to advanced understanding of Zebra's internal Zebra support processes and solutions
Intermediate skill in Microsoft office applications -Word, Excel, Outlook and PowerPoint
Strong project management skill. PMBOK or similar certification strongly preferred
Strong written communication skills and attention to detail
Solid professional work behaviors-attendance teamwork, time management
Local language requirement may also apply
Detalle
Horario de trabajo
09:00:00 a 18:00:00
Oferta económica
$64,000.00 a $64,000.00 MX
Prestaciones
Superiores a la ley
Ubicación
Ciudad de México, Distrito Federal
Escolaridad
Licenciatura Titulado
Idioma
Inglés (Avanzado)
Presentación
N/A
Disponibilidad para viajar
No Necesaria
Se requiere cambiar de residencia
No
Instrucciones especiales
---
Conocimientos y habilidades
Service Manager /Escalations Specialist Sr
Responsibilities:
Leverages knowledge of the organization and Zebra’s business processes and solutions to drive resolution of issues with focus on quick restoration of service to normal levels and minimizing impact on the customer’s operations
Project manages resolution of issues by collaborating internally with engineering, technical support, customer and partner services, IT and other stakeholders as appropriate.
Updates the customer directly where appropriate or feeds updates and resolution to appropriate customer facing resources
Assists with internal reporting / updates on the status of resolution to management and other stakeholders until resolved
May work directly with the end customer to ensure full understanding of customer concerns and issues; maintains professional demeanor and instills customer confidence that the issue will be fully resolved in a timely manner
Work closely with customer appointed Customer Success Manager for any issues and/or other activities/tasks related to the supported customer
May manage an escalation or exception process such as backorder, RMA resolution, shipment discrepancy, inventory reconciliation
Drives and supports technical and operational customer escalations by engaging with internal and external stakeholders
Responsible for working with appointed Customer Success Manager in identifying and driving Continuous Service Improvements in order to implement service, process and function improvements
Assist with the investigation of problem cases, monitor the impact of problems on agreed service levels and initiate appropriate improvement actions
Qualifications:
Bachelor's degree
5-8 years experience
Intermediate to advanced understanding of Zebra's internal Zebra support processes and solutions
Intermediate skill in Microsoft office applications -Word, Excel, Outlook and PowerPoint
Strong project management skill. PMBOK or similar certification strongly preferred
Strong written communication skills and attention to detail
Solid professional work behaviors-attendance teamwork, time management