Escalations Specialist, Advisor
MX-Mexico City
Latin America
Req #: 105083
Type: Employee|Employee|Regular Full-time
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Overview: Owns resolution of cases or issues not resolved within the normal service level agreements or normal business process. Brings cases to resolution to the mutual satisfaction of Zebra and the customer. Addresses issues typically of global or similar scope or high priority customers. Responsibilities: * Leverages deep knowledge of the organization and Zebra's business processes and solutions to drive resolution of complex issues not resolved within service level agreements or through the normal support path with focus on quick restoration of service to normal levels and minimizing impact on the customer's operations * Cases are typically "critical" in nature - with immediate, widespread /significant, direct impact on a customer's operation * Does not directly troubleshoot or solve technical cases, but rather project manages resolution of the issue by collaborating internally with engineering, technical support, customer and partner services, IT and other stakeholders as appropriate. Updates the customer directly where appropriate and feeds updates and resolution to assigned customer-facing resources to convey. Communicates directly and regularly with senior management internally and in the customer's organization. Leverages strong influencing skills to resolve issues. * Owns internal reporting / updates on the status of resolution to management and other stakeholders until resolved * Resolution may include redirecting the case to other functional teams (Customer and partner services, core technical support, repair operations or, supply chain or other organizations) with specific instructions on next steps to take * Identifies trends in incident cases or data. Uses data to drive recommendations for changes to service, training, or business process * Proactively works with management to identify and address incidents that may be ageing or escalating or may be considered Qualifications: * Bachelor's degree * 7 years or more work experience * English Proficiency * Intermediate to advanced understanding of Zebra's internal technical support processes and solutions * Intermediate skill in Microsoft office applications - Word, Excel, Outlook and PowerPoint * Strong project management skills. PMBOK or similar certification strongly preferred * Strong written communication skills and attention to detail * Strong customer facing skills including translation of technical content to a non-technical audience, positioning progress positively and diplomatically resolving conflicts as they occur * Strong presentation skills, with experience delivering to Director level audiences * Solid professional work behaviors - attendance, teamwork, time management * Local language requirement may also apply
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