Senior Manager _Escalation Management – DELL – Singapore


The Senior Manager- Customer Support role will report to a Director of
Technical Support located in Australia. This is a critical role to our
Customer Service team and is based in our Singapore office.
Key to this role is relevant experience managing a large team ideally also
within an IT customer support function. The successful applicant will have
come from a customer support role themselves with experience in handling
customer escalations and understand that composure and a sense of urgency is
essential to be successful in this role.
_Principal Responsibilities:_
Manages one or more groups or departments of managers and or supervisors within a functional area.
Controls and directs internal resources in terms of setting time requirements and expectations. Presents key business issues to executives to provide and obtain information and to build consensus regarding project direction

Integrates customer and Dell Technology business requirements with technical requirements to determine the best course of action when resolving a customer issue. Enables sales by positioning solutions to protect Dell Technology product image while identifying sales opportunities

Gather customer intelligence on sensitivities and expectations. Analyzes high-level customer technical problems with respect to business- operational and financial areas of customer service and has responsibility for making decisions relating to these issues

Managers oversee first level managers responsible for ensuring the CSMS are identifying and facilitating the routing of all technical queries and problem resolution from the customer to Corporate Technical Support and Engineering

Ensures the suitable level of service personnel and activity during problem resolution at all locations

Accountable for operational results in terms of expenses- budget- performance standards/metrics- customer satisfaction- and employees.
Drives the administration and execution of customer support programs- products- projects- process- performance metrics/standards for the assigned area.
Applies technical expertise in order to resolve highly complex customer issues by coordinating the technical support between the field and Customer Service managers. Interfaces with Executives- Engineering- Sales- Marketing- Customer Service and customers to resolve business- and technical issues on all products and services.
Represents Dell technology to the customer- ensuring that the customer is totally satisfied while keeping Dell technology|s best interest in mind. Utilizes the CSMS to co-ordinates activities with Account Personnel from Sales- System Engineering- Customer Service and Technical Solutions Team personnel to ensure all customer needs are met.
Ensures that issues and recommendations with regard to programs- tools- projects- products- process- metrics- standards and customers are escalated in accordance with technical support policies and procedures.
Generates support plans to resolve highly complex service related problems.
Coordinates all aspects of ongoing service issues and implementations- technical assistance and direction for customers regarding Dell technology products and services.
Serves as primary liaison with other higher level managers- internally and externally- to ensure that assigned area (s) anticipate and meet internal and external needs.
Ensures upper-level management is aware of issues.
Interfaces with a customer on behalf of executives via customer meetings and written communication.
Responsible for acting as Dell technology CS Liaison for customer visits to the Executive Briefing Center.
Travel to customer sites and Dell technology offices is required.
Will carry a mobile phone and will likely be called upon during off-hours to become actively involved in resolving a customer issue.
Responsible for the scheduling- staffing- management and development of employees in the assigned area.


Ability to work independently.
Ability to work effectively with senior management.
Ability to work in a high-pressure environment.
Customer focused.
Possess strong product/technology/industry knowledge.
Presentation skills
Sense of Urgency

_Education and Experience:_

Typically- 12+ years of relevant experience or equivalent combination of education and work experience
Typically requires 4+ years managerial/leadership experience

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.

If you`re ready to play a key role at the heart of outstanding account
services- this is your opportunity to develop with Dell.

Dell is committed to the principle of equal employment opportunity for all
employees and to providing employees with a work environment free of
discrimination and harassment. All employment decisions at Dell are based on
business needs- job requirements and individual qualifications- without regard
to race- color- religion or belief- national- social or ethnic origin- sex
(including pregnancy)- age- physical- mental or sensory disability- HIV
Status- sexual orientation- gender identity and/or expression- marital- civil
union or domestic partnership status- past or present military service- family
medical history or genetic information- family or parental status- or any
other status protected by the laws or regulations in the locations where we
operate. Dell will not tolerate discrimination or harassment based on any of
these characteristics. Learn more about Diversity and Inclusion at Dell here.

Job Family: Product-Services Job ID: R91047