Escalation Manager
Lenovo Group
Monterrey, Nuevo León, México
hace 4 días
source : JobLeads

The Escalation Manager (EM) is part of the DCG Client Care team. An EM is aproject manager who is engaged to help resolve Customer complaints / criticalsituations.

The EM manages a wide range of customer issues including non-technical items (e.g. Incorrect billing, incorrect or incomplete ordershipments, and issues with poor service delivery) and technical issues (e.

g.technical support cases that are not getting resolved timely, productionoutages, quality issues).

The primary responsibilities of the EM role include :

  • Serves as the primary customer interface
  • Develops & maintains the relationship and communications with the customer
  • Gathers necessary information to define the overall issue(s) and developthe Conditions of Satisfaction with the customer
  • Engages cross-functional resources (as needed) to resolve the case
  • Communicates the overall Action Plan and manages the execution
  • Escalates to Critical Situation Project Office (CSPO) if additional focusor assistance is required
  • Tracks and documents case details and resolution actions in Salesforce
  • Ensures client is fully updated on resolution progress
  • Provide heads up alerts and regular updates to internal upline / executivemanagement for high visibility situations
  • Closes complaint with agreement of the client
  • Provide heads up alerts and regular updates to internal upline / executivemanagement for high visibility situations
  • Teams with Product Engineering & Development to prepare any technicalpresentations for the customer
  • Approves & fulfills parts and machine replacements requests
  • Drives special projects to improve customer experience / satisfaction andcontinually looks for ways to innovate to improve efficiency an execution
  • Completes a closed loop / lesson template when closing each case with afocus on identifying actionable items to drive improvements on
  • Position Requirements :


  • Bachelor’s Degree in Technical Discipline (e.g. Engineering, ComputerScience, Information Technology)
  • Working knowledge of Intel x86 or AMD servers
  • At least 2 years of experience in a technical project manager
  • Excellent written and oral skills (English fluency)
  • At least 3 years of client-facing experience
  • Mastery of MS Office Suite and Creating Executive level presentations
  • 1-2 years of technical team leadership
  • Preferred

  • 5 years of experience of executive client-facing experience
  • 5 years of experience working and / or supporting x86 or AMD servers
  • Knowledge of networking protocols and / or Operating Systems (Windows, Linuxor VMWare) and / or RAID and Storage Subsystems
  • Working knowledge of Salesforce or other CRM application
  • We are an Equal Opportunity Employer and do not discriminate against anyemployee or applicant for employment because of race, color, sex, age,religion, sexual orientation, gender identity, status as a veteran, and basisof disability or any federal, state, or local protected class.

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