Job Opportunity
We are seeking a highly skilled Incident Resolution Professional to join our team.
* Lead and manage the resolution of customers' critical issues by forming and leading interdepartmental teams.
* Drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution.
* Maintain and improve procedures for customer and field personnel for issue handling.
The ideal candidate will have 10+ years of customer-facing sales and/or service delivery roles, with experience as Escalation Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles. Strong leadership and communication skills, with expertise in communicating complex topics to different tiers of audiences, are essential.
Additional responsibilities include:
* Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations.
* Effectively communicate issue status to executive staff, sales teams, and other invested parties.
* Demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives.