• Senior Escalations Specialist

    Location US-IL-Lincolnshire
    Job ID
    45898
    Function
    Operations
  • Overview

    Owns resolution of cases or “incidents” not resolved within the normal service level agreements or normal technical support path. Brings cases to resolution to the mutual satisfaction of Zebra and the customer.

    Responsibilities

    • Leverages deep knowledge of the services organization and Zebra’s solutions to drive resolution of complex “incidents” not resolved within service level agreements or through the normal customer / technical support path with focus on quick restoration of service to normal levels and minimizing impact on the customer’s operations
    • Scope of “incidents” is typically regional and not considered “critical” case (per matrix to determine assignment to CASP teams)
    • Does not directly troubleshoot or solve technical cases, but rather project manages resolution of the issue by collaborating internally with engineering, technical support, IT and other stakeholders as appropriate. Feeds updates and resolution to assigned CEM or other customer facing resources to convey to the customer
    • Owns internal reporting / updates on the status of resolution to management and other stakeholders until resolved
    • Resolution may include redirecting the case to core technical support, repair operations or contracts teams with specific instructions on next steps to take.
    • Demonstrates strong understanding and application of ITIL best practices around “Incident Management”

    Qualifications

    • 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

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