Z7_52I81G80LO0Q70AVFNDQ2N2004

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Z7_GI541B80MGU410ATA6SOCU1042

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Bolsa de empleo | Experis
Service Manager -Escalations Specialist Sr

Experis Ciudad de México

$64,000.00 a $64,000.00 MX

Descripción

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
  • 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

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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
  • Local language requirement may also apply

Z7_2802IK01O0LPE0Q7I1CP172001

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