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Senior Advisor, Supportability Engineer

Dell EMC
Cairo, Egypt
Posted 4 years ago
9People have clicked1 open position
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Job Details

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Job Description

Key Responsibilities

In-Market Quality Engineering

  • Analyze workload drivers within the support organization and identify opportunities for initiatives to reduce overall workload volume, improve quality, and increase support efficiency
  • Drives improvements in usability, customer and product metrics to comply with industry standards, such as NPS/NSS, Workload hours, or other standards.
  • Proactive analysis of volume and trends
  • Identification and investigation of systematic quality issues
  • Identification and investigation of workload/ cost reduction opportunities
  • Impact analysis and scoping
  • Cost and quality KPI projections
  • Demonstrate a sense of urgency and act with professionalism when managing critical or sensitive issues
  • Communicate key technical and program information to wider Support organization

Job Requirements

Essential Requirements

  • 7+ years of related experience with a Bachelor’s degree; or 5+ years with a Master’s degree; or 3+ years with a PhD; or equivalent experience
  • 7+ years of service experience with computer products, be technically proficient and have a working knowledge of service and product offerings.
  • Advanced communication/presentation skills with strong ability to interact with executive leadership
  • Strong ability to lead, influence and implement change across businesses
  • Understanding and awareness of global components such as cultural differences, time zones, etc.
  • Ability to problem solve and communicate risks / impact to deliverables effectively
  • Advanced understanding of technology discipline, such as hardware, software, solutions and ability to influence other team members through technical expertise
  • Advanced understanding quality tools, data, and processes and can use those tools to influence design decisions and improvements within organization
  • Ability to deal with ambiguous situations within project, across organization

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