German Customer Service Specialist

Scheduling & Account Services Department - 12 month contract

This role involves working as part of a global team responsible for proactive customer service. The primary responsibility of this role is engaging with customers or DELL EMC field representatives around the world by phone, email and chat to coordinate/schedule remote maintenance activities. This is a non-technical role that will require working with a large volume of requests simultaneously and coordinating technical engagements with local/remote resources.

General Summary

• Performs phone screening of calls accepted from Technical Support, 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 and hybrid maintenance support.
• Creates service requests for field service engineers as needed.
• Manages the end to end shift report in addition to leading shift turnover calls.
• Monitors and balances the workload of all assigned corrective maintenance engineers.
• Must be able to work under limited supervision with little direction from management and adheres to administrative policies and escalation procedures.
• Uses sound judgment, application of general business principles and demonstrates initiative in carrying out assigned duties.
• May assist in developing and improve effective resource sharing processes to drive goal attainment.

Principal Duties and Responsibilities

• Fluency in English and German
• Will identify appropriate resource and dispatch for those calls that can't be reconciled remotely.
• Effectively communicates procedural and routine technical issues to internal and external customers in a highly stressful environment
• 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 onsite customer support.
• Orders parts for the service engineers to expedite call handling. Monitors Global Spare/Hot Spare Synch prior to and after drive call completion so corrective maintenance engineer can continue to next call.
• Tracks employee utilization data and updates appropriate systems with service information/details in addition any other pertinent customer information.
• These situations could arise from high volume activities or significant escalations.
• Maintains a current information source of divisional resource skills and geographic limitations.
• Partners with other Schedule and Accounts Services Specialists to source and share additional corrective maintenance resources across the division for effective resource utilization.
• May be asked to train and/or mentor junior resources.
• Perform other duties as required, ability to provide 24/7 coverage.