Dell Customer Support Mgr 2 - Work From Home in Reston, Virginia

Job Description:

GENERAL SUMMARY

Provides focus with EMC for all service issues to our internal and external customers. Acts as EMC''s ambassador/laision to the customer and as the customer''s representative within EMC. Applies technical expertise in order to resolve complex customer issues by coordinating the technical support between the field and Customer Service managers. Interfaces with Senior Management, Engineering, Sales, Marketing, Customer Service and customers to resolve business, and technical issues on all products and services.

PRINCIPAL DUTIES AND RESPONSIBILITIES

  • Identifies and facilitates the route of all technical queries and problem resolution from the customer / field to Corporate Technical Support and Engineering. Advises EMC senior management of any developments and action plans. Generates support plans to resolve complex service related problems.

  • Analyzes customer technical problems with respect to business, operational and financial areas of customer service and has responsibility for making decisions relating to these issues. Controls and directs internal resources in terms of setting time requirements and expectations.

  • Travel to customer sites and EMC offices as required. Performs other duties as required. Will carry a pager and will likely be called upon during off-hours to become actively involved in resolving a customer issue. EMC Proven Professional Certification desired.

  • Coordinates activities with Account Personnel from Sales, System Engineering, TSG and Customer Service to ensure all customer needs are met. Acts as point of escalation for front line issues and concerns on specific problems relating to assigned region or country and is responsible for ensuring follow up and fault resolution. Coordinates all aspects of ongoing service issues, technical assistance and direction to customers regarding EMC products.

  • Integrates customer and EMC business requirements with technical requirements to determine best course of action when resolving customer issue. Enables sales by positioning solutions to protect EMC product image while identifying sales opportunities. Gather customer intelligence on sensitivities and expectations.

  • Ensures suitable level of service personnel and activity during problem resolution at all locations. Prepares and presents key business issues to senior management to provide and obtain information and to build consensus regarding project direction.

  • Interfaces with customer on behalf of senior management via customer meetings and written communication. Responsible for acting as EMC CS Laision for customer visits to the Executive Briefing Center.

SKILLS

  • Customer Service skill.

  • Organizational skills.

  • Ability to work independently.

  • Communication skills.

  • Presentation skills.

  • Interpersonal skills.

  • Sense of urgency.

1Bachelors (Technical)

Experience Required: 7+ years relevant experience

Physical Requirements: No

EMC Values:

When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities-all to create a compelling and rewarding work environment.We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. We encourage applicants of all ages.

Critical Hiring Criteria:

Functional Area(s):

Customer Service & Support

Business:

EMC GES

Business Unit:

200 - STORAGE CORPORATE

Location:

VA - Glen Allen, VA - Herndon, VA - McLean, VA - Reston, WI - Madison, WI - Pewaukee

AutoReqId:

186076BR