The Escalation Manager (EM) role is part of the customer Client Care team. An EM is a technical project manager who is engaged to help resolve customer complaints / critical situations.
The EM is typically engaged to drive resolution for situations involving complex, technical issues where coordination amongst different cross-functional teams (internal and external) is required.
Position will be focused on problem determination and problem resolution with the server memory subsystem.
Teams with different business units to ensure technical issues are clearly defined, understood, documented, and escalated
Identifies the correct resources needed to drive resolution of a problem and operates as the focal point to facilitate meetings with the required resolution team members to drive a structured and cohesive resolution plan.
Manages the execution of the technical Action Plan with the customer
Teams with the internal business units for internal / external status communications and meeting requirements
Provide heads up alerts and regular updates to internal upline / executive management for high visibility situations
Teams with Product Engineering & Development to prepare any technical presentations for the customer
Approves & fulfills parts and machine replacements requests
Drives special projects to improve customer experience / satisfaction and continually looks for ways to innovate to improve efficiency and execution
Completes a closed loop / lesson template when closing each case with a focus on identifying actionable items to drive improvements on
At least 4 years of relevant experience
Technical Project management skills
x86 server architecture knowledge
Excellent communications skills both verbal and written
Multi-tasking skills; ability to run multiple projects at the same time
English : C1 Advanced