Leads team in the timely analysis of potential product defects identified either through formal escalations from regional Technical Support teams or from hands-on experience. Provides the highest escalation level of technical support for Dell’s products to Dell’s regional tech support organizations, and interfaces with engineering for those problems that are possible product defects. Handles technical support escalations from regional tech support organizations and pre-sales system consultants. Oversees technical problem diagnosis, problem reproduction, development of technical solution and communication of status and resolution.
• Manages the hiring, staffing and maintenance of a diverse and effective workforce.
• Responsible for career development/planning, performance and pay discussions of team members.
• Provides technical direction to a group of engineers/technicians.
• Provides resource and schedule planning inputs for assigned projects. Responsible for leading the team to identify and implement projects to improve the Customer Experience.
• Assigns team members to projects or activities.
• Establishes processes, standards and measures for department.
Qualifications
• Provides leadership in projects/ initiatives to drive improvements in IPS organizational goals and metrics which may often include improvements in process with support, development and sustaining teams.
• 10+ years of relevant experience or equivalent combination of education and work experience.
• 8+ years leadership experience.
• As an expert in the field, applies professional concepts in developing resolution to critical engineering issues and broad product design matters that impact customers.
• Capable of effectively articulating specific product / solution requirements in engineering terms to Solution Core Teams based on customer needs.
• Conversant with industry-specific engineering and business analysis tools.
• Expert ability to identify potential product engineering weakness(es) and able to provide design guidance and recommendations for improvements to subsequent redesign.
Provides direction and guidance for operations, administration and results for a major department or multiple departments within a function or work area.
- Exercises control over resources, policy formulation and planning.
- Collaborates with subordinate leadership to set strategy and business objectives.
- May influence the strategic and/or long-term focus for the function.
- Provides leadership and direction through lower-level leaders.
Implements tactical and strategic change through subordinate leaders.
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