Escalations Specialist, Advisor

Company: Zebra Technologies
Location: Atlanta
Posted on: June 26, 2022

Job Description:

Overview: At Zebra, were reinventing how businesses operate at the enterprise edge - helping them run faster, smarter, and more connected than ever before. A dynamic community of builders, doers and problem solvers, we each play a unique role - shaping new technologies, bringing solutions to market, and partnering with companies on the front line of business. Being a part of Zebra means making your mark as we make digital transformation a reality. It means growing into a leader at a leading company that makes a distinct difference - because together, weve only just begun. Build Today. Create Tomorrow. Become a leader at a leading company. Become a Zebra. 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 Zebras 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 customers operations + Cases are typically critical in nature with immediate, widespread /significant, direct impact on a customers 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 customers 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: Minimum Qualifications: + Bachelors degree required + 7+ years related work experience required + Intermediate skill in Microsoft office applications Word, Excel, Outlook and PowerPoint + 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 Preferred Qualifications: + Intermediate to advanced understanding of Zebras internal technical support processes and solutions + Strong project management skills. PMBOK or similar certification strongly preferre Come join the herd! While this position may be performed remotely, unless specified in the body of the posting, it may not be performed within the State of Colorado Zebra is an equal opportunity/affirmative action employer committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, ancestry, marital status, age, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. If you are an individual with a disability and need assistance in applying for a position, please contact us at workplace.accommodations@zebra.com. The EEO is the Law poster is available here: https://www.zebra.com/content/dam/zebra/compliance/eeoisthelawposter.pdf. The EEO is the Law poster supplement is available here: https://www.zebra.com/content/dam/zebra/compliance/ginasupplement.pdf. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Keywords: Zebra Technologies, Atlanta , Escalations Specialist, Advisor, Other , Atlanta, Georgia