Escalations Specialist

hace 2 semanas


Ciudad de México Manpower Mexico A tiempo completo

**_Experis IT es una empresa de tecnologías de la información que vincula de manera efectiva al talento más competitivo con grandes empresas en México, Norteamérica y Europa. Experis IT es parte de la empresa Manpower Group no. 1 en atracción de talento a nível mundial._**

Líder mundial en soluciones digitales innovadoras, de hardware y software está buscando un:
**Escalations Specialist**

Descripción general

Ayuda con la resolución de casos o problemas no resueltos dentro de los acuerdos de nível de servicio normales o el proceso comercial normal. Lleva los casos a la resolución para la satisfacción mutua de la compañía y el cliente. Aborda temas de ámbito típicamente regional.

**Responsabilidades**:

- Aprovecha el conocimiento de la organización y los procesos comerciales y soluciones para impulsar la resolución de problemas no resueltos dentro de los acuerdos de nível de servicio o a través de la ruta de soporte normal con un enfoque en la restauración rápida del servicio a níveles normales y minimizando el impacto en las operaciones del cliente.
- El alcance del trabajo es regional, pero se considera urgente y requiere una resolución rápida y exitosa.
- No soluciona problemas ni resuelve casos técnicos directamente, sino que gestiona la resolución del problema colaborando internamente con ingeniería, soporte técnico, servicios al cliente y socios, TI y otras partes interesadas, según corresponda. Actualiza al cliente directamente cuando corresponde o envía actualizaciones y resolución a los recursos apropiados para el cliente para transmitir al cliente.
- Ayuda con informes internos / actualizaciones sobre el estado de la resolución a la gerencia y otras partes interesadas hasta que se resuelva
- La resolución puede incluir redirigir el problema a otros equipos funcionales (Servicios al cliente y socios, operaciones de reparación, cadena de suministro u otras organizaciones) con instrucciones específicas sobre los próximos pasos a seguir.
- Puede trabajar directamente con el cliente final para garantizar una comprensión completa de las inquietudes y problemas del cliente; mantiene una conducta profesional e infunde confianza en el cliente de que el problema se resolverá por completo de manera oportuna.
- Puede administrar un proceso de escalamiento o excepción, como un pedido pendiente, resolución de RMA, discrepancia de envío, reconciliación de inventario.

**Requisitos**:

- 2-5 anos de experiência como Scalations Specialist
- Ingles avanzado B2+
- Experiência en Temas operativos
- Lic en Ingeniero industrial o afín, Comercio exterior es un plus
- Experiência en planta como Service delivery
- Lean six sigma Yellow belt (opcional)
- Alguien que tenga exp. En manejo de cuentas o Service delivery
- Manejo de Excel -Intermedio avanzado
- Reporte y análisis de información
- Conocimientos el Siebel o CRMs
- Garantizar KPIS, baja de reportes

Soporte a Estados Unidos

Soporte a otros depots

Contacto con vendedores en USA

Capacidad de moverse a anil CTDI-Tlalnepantla (centro de distribución en Tlalnepantla)

Se le asignara algún depot para supervisión

**Se ofrecen excelentes prestaciones superiores a la ley, esquema híbrido (se asiste 2-3 días a la semana), contrato directo con la compañía...**

Sueldo:
No mostrado por compañía

Categoría:
Tecnologías de la Información - Sistemas

Subcategoría:
Administración de proyectos

Localidad:
México-Ciudad de México

Sector:
Servicios

Giro:
Servicios de Outsourcing, Head Hunter y Consultoría en R.H. (Servicios)

Tipo de contratación:
Tiempo completo - Permanente

Número de oferta:
16318678



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