text: Job Advisor, Account Sevices Management - Dell
  Advisor, Account Sevices Management
  Take full ownership of high-impact & complex technical SRs in order to prevent out-of-process escalations
  Adopt and portray a professional approach to all customer situations and ensure commitments are set accordingly and adhered to
  Ensure contractual service support requirements are understood, managed and delivered, and avoid over-delivery through effective expectation management
  Collaborate with the Technical Account Management (TAM) Organization through agreed processes
  Upon request, coordinate and produce formal documentation for major escalations, such as summary reports, post-incident / root-
  cause reports and analysis reports
  SR management covering technical troubleshooting, resource co-ordination and dispute resolution as required on an incident by incident basis
  Development, issuing and overall control of communications both internal and external during a service engagement making sure all parties are kept appropriately up to date
  Continuously identify and drive improvement to existing service processes and procedures by identifying CLCA opportunities, coaching targets and training gaps
  Document best practices and knowledge base articles to drive service improvements
  Collaborate with the wider Regional (EMEA, ABU or APJ) and Global Services network to ensure best practices are in use at all times
  Drive all required Critical Success Factors and Key Performance Indicators and provide in Root Cause Analysis, CLCA analysis and feedback as needed
  Control and reduce escalations, both executive and non-executive by engaging proactively on identified cases and owning as required
  Drive continual technical improvement through targeted certification (based on the needs of the business)
  The Resolution Manager is responsible for providing improved Solution Support capability in his / her functional group by : Attending all required technical, business and functional training sessionsChampioning a customer-
  focused service delivery methodology through cross queue coordinationDriving case ownership and managementDriving and sustaining improvements in overall SR age and all quality metricsDriving first time fix on all service calls
  Desired Qualifications and Personnel Traits :
  Minimum of 12 months in a technical support function (E.g. Quality lead, tech mentor, case mentor, dispatcher, Technical Account Manager, Etc.
  or equivalent Services industry experience required
  ITIL Foundation v.3 certification preferred; required to be completed within 6 months of start date
  Relevant Technical Certification(s) required / preferred (dependent on specific RM position)
  Experience working in large technical support organizations preferred; able to quickly become effectively agile within the Dell Support Resolution Team and beyond the organizational boundaries
  Proven business acumen, intellectual capability, verbal and written communication / customer support / interpersonal / presentation / conflict resolution skills
  Self starter that is willing to learn and able to manage ambiguity and operate effectively with little supervision
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