Job Location: Draper, UT
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GENERAL SUMMARY
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Performs
preliminary phone screening of calls accepted from PREM, Field support
or Customers. Prioritizes calls with customer, orders parts and
dispatches corrective maintenance Customer Engineers as appropriate.
Tasked with calendar managing multiple disciplines such as partner, FSS,
and hybrid maintenance support. Creates service requests for CE's as
needed. Assists in managing the end to end shift report in addition to
leading shift turnover calls. Assists with monitoring and balancing the
workload of all assigned corrective maintenance Customer Engineers.
Perform remote preventive and remedial maintenance of EMC maintained
products at customer locations in different operating
environments/multiple platform environments. Leverages remote tools to
analyze product failures. Must be able to work under the direction of
more experienced Schedule & Dispatch Specialist as well as MSS
Management. Adheres to all administrative policies and escalation
procedures. Uses sound judgment, application of general business
principles and demonstrates initiative in carrying out assigned duties.
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PRINCIPAL DUTIES AND RESPONSIBILITIES
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· Accepts
incoming call with the priority to dial-in and correct the problem
without dispatching on-site CE. Will assign appropriate CE and dispatch
calls that can not be reconciled remotely. Maintain up-to-date technical
knowledge by continuing to attend training and on the job learning.
Effectively communicates procedural and routine technical issues to
internal and external customers in a highly stressful environment.
Maintains a "closed-loop" communication style assuring all appropriate
individuals are notified of problem resolution status.
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· Tracks
and responds to all incoming customer requests for corrective
maintenance services. Identifies and dispatches available resources
based on needed expertise, customer dynamics and employee skill set to
provide on-site customer support. This includes using the proper
escalation path and notifying the proper Service manger and Director and
other appropriate EMC personnel. Responsible for first line of support
for Corrective Maintenance and Account Management CE's.
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· Orders
parts for the Customer Engineers to expedite call handling. Monitors
Global Spare/Hot Spare Synch prior to and after drive call completion so
Corrective Maintenance CE can continue to next call.
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· Tracks
Customer Engineer utilization data and updates appropriate systems with
service information/details in addition any other pertinent customer
information.
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· Adheres
to product specific guidelines, procedures, and best practices. Perform
pro-active and reactive maintenance according to established
procedures.
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· Maintains a current information repository of divisional resource skills and geographic limitations.
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· Partners
with other Schedule & Dispatch Specialists within a Geography to
source and share additional corrective maintenance resources across the
division for effective resource utilization.
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· Basic
understanding of account base including customer contacts and basic
equipment architecture of major accounts. Tracking on going corrective
maintenance issues on turnover and maintaining continuity.
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· Must
have knowledge of Microsoft Product suite including Outlook, Word and
Excel. Knowledge of Oracle/CSI logging systems and other service
delivery applications.
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· Ability to develop action plans for remedial issues.
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· Must
carry a communication device. May be required to work overtime. May be
required to work Alternative Work Schedule. May be required to change
shift as business dictates
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· Perform other duties as required, ability to provide 24X7coverage
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Education Required:
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Bachelors (Non-Tech) or equiv
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ExperienceRequired:
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1-3 Years
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Job ID: 119147BR
For more visit https://sjobs.brassring.com/1033/ASP/TG/cim_jobdetail.asp?partnerid=20085&siteid=5109&jobid=391496
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