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Regional Escalation Manager

Broomfield, Colorado

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Job ID R1902499 Date posted Feb. 25, 2019

Responsibilities:

  • Act as the primary interface for local escalation management with regards to VSAN customer escalations.
  • Prioritize & drive escalations with Continuing Product Development (CPD) to ensure visibility, traction and ultimate closure.
  • Ensure the customer’s voice is heard throughout the escalation process.
  • Set correct expectations and drive relief and resolution through effective communication.
  • Monitor customer Problem Reports (PR’s) and work with the Global Escalation Manager and engineering to ensure appropriate resources have been allocated and the SR’s/PR’s are being actively handled in an appropriate manner.
  • Provide regular regional status updates for all escalated Service Requests.
  • Identify, trend, document escalation trends & collaborate with the Product Support Engineering organization on product defects and trends.
  • Collaborate with the infrastructure functions required in escalations management.
  • Analyze escalation performance metrics.
  • Collaborate with the Global Escalation Manager and other REM’s to ensure process alignment and best practice refinement.
  • Review and root cause all escalated service requests and use this information to effect continuous improvement within the service delivery teams.
  • Create and maintain lines of communication with field teams (SE, Sales, and TAMs).
  • Travel to customer sites and VMware offices as required.
  • Take an active role on escalated critical customer issues as may be required.


    Skills & Requirements:
  • Must be available to cover the weekend shifts as required
  • Customer Focus
  • Display a strong sense of urgency
  • Strong written, verbal communication and presentation skills
  • Ability to drive escalations through defined process to resolution
  • 5-7 years in technical support preferably of a software product, and ideally an enterprise software product
  • Strong negotiation skills
  • Strong conflict management skills
  • Demonstrated experience influencing people across functional boundaries
  • Demonstrated effectiveness working with global or international operations
  • Ability to work effectively in high stress situations
  • BS Computer Science or equivalent
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