Job Title: Critical Issue Resolution Specialist
Job Description
We are seeking a highly skilled and experienced Critical Issue Resolution Specialist to join our team. As a key member of our Global Incident and Escalation Management team, you will be responsible for leading the resolution of customers' critical issues.
You will form and lead interdepartmental teams to drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution.
The ideal candidate will have:
* 10+ years of customer-facing sales and/or service delivery roles
* Past experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired
* Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer
This role requires strong leadership and communication skills, with the ability to work effectively in a fast-paced environment.
Responsibilities
As a Critical Issue Resolution Specialist, your responsibilities will include:
1. Driving progress and resolution of customers' critical issues
2. Driving global consistency across portfolio and customers
3. Maintaining and improving procedures for customer and field personnel for escalation handling
You will also be responsible for maintaining accurate records and reporting progress to stakeholders.
Requirements
To succeed in this role, you will need:
* Strong analytical and problem-solving skills
* Excellent communication and interpersonal skills
* Ability to work in a team environment
The successful candidate will have a proven track record of success in a similar role, with a strong understanding of escalation processes and procedures.
What We Offer
We offer a competitive salary and benefits package, including:
* A comprehensive health insurance plan
* A retirement savings plan
* Professional development opportunities
We are an equal opportunities employer and welcome applications from diverse candidates.