Senior Advisor, Supportability Engineer
Dell EMC -
Cairo, EgyptPosted 4 years ago9People have clicked1 open position
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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