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Senior Analyst, Command Center

Kawasaki, Japan

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Job ID R034821 Date posted Sep. 12, 2019

Responsible for providing service delivery process management from initial customer contact to service complete. Primary focus entails proactive monitoring and interventions of service events to ensure customer SLAs will be met on time. Drive Backlog and Case Management to reduce the overall services lead time. Utilizes a variety of tools to identify exceptions and works cross functionally with internal and external partners to drive the services solution. Provides ongoing communications to customers, partners, and internal stakeholders pertaining to the service event. May also provide support for customer escalations, presentations and /or Situation (Crisis, Outage, Event) management.

Responsibilities

  • Firm understanding of Dell’s internal and key business partners processes and tools
  • Reviews and monitors process exceptions to for service delivery
  • Attempts to resolve service exceptions (alerts) through alternative options
  • Coordinates service options with internal and external partners
  • Works in conjunction with multiple cross functional organizations to analyze situations and drive customer issues to resolution
  • To the extent that options are different than customer expectations, contacts customer to review exceptions and to reset expectations regarding -service
  • Responsible to make effective decisions in real time with limited information
  • Handles incoming calls from customers with questions regarding delivery details. Performs Root Cause and Closed Loop corrective actions for a variety of service delivery issues
  • Focuses on improving work group cooperation with internal customers
  • Manages process improvement projects independently bringing recommendations to leadership
  • Understands Dell Services/Product Portfolio values and proposition.
  • Targets and communicates cost savings opportunities
  • 365, 24x7 coverage rotational shift / oncall work

Qualifications

  • Typically requires 2+ years of related experience with a Bachelor’s degree; or an advanced degree without experience; or equivalent experience
  • Fluency in read write and spoken Japanese, multilingual (English/Korean) is preferred
  • Firm understanding of multiple business discipline
  • Basic computer skills and intermediate understanding of Microsoft Office
  • Understanding of multiple Dell internal tools
  • Exceptional customer service skills
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