Critical issue resolution specialist

Job Description:


Critical Issue Resolution Specialist


* Lead and manage the resolution of customers' critical issues by forming and leading an interdepartmental, cross-functional team.

* Develop clear intake, scope, priority, exit criteria and end-to-end process to achieve streamlined escalation resolution.

* Maintain global consistency across portfolio and customers by establishing procedures for customer and field personnel for escalation handling.


Required Skills & Qualifications:


* Fully fluent in English both written and verbal;

* >10 years of customer-facing sales and/or service delivery roles experience;

* Past experience as Escalations Engineer/Manager or similar roles desired;


Program/Project Management:


— Multi-tasking ability to prioritize tasks with goal of driving issues to closure on behalf of the customer
Collaboration & Influence,
Strong capacity for Influencing negotiating delegating efforts
----------------------------------- This is a strategic high-visibility role that requires strong leadership skills risk management problem mitigation decision making from business technical perspectives creativity adaptability versatility.
Skills Summary: Networking Security Products Knowledge LAN WAN technologies general routing switching security branch data center architectures ownership driving progress resolution customers' critical issues engaging lead cross-functional geographically dispersed teams development execution action plans address situations effectively communicate status executive staff sales other invested parties demonstrate judgment risk management problem mitigation timely decisions business technical perspectives]