Escalations Specialist, Advisor

Overview:Owns resolution of cases or issues not resolved within the normal service level agreements or normalbusiness process. Brings cases to resolution to the mutual satisfaction of Zebra and the customer.Addresses issues typically of global or similar scope or high priority customers.**Responsibilities**:- Leverages deep knowledge of the organization and Zebra’s business processes and solutionsto drive resolution of complex issues not resolved within service level agreements or through thenormal support path with focus on quick restoration of service to normal levels and minimizingimpact on the customer’s operations- Cases are typically “critical” in nature - with immediate, widespread /significant, direct impact ona customer’s operation- Does not directly troubleshoot or solve technical cases, but rather project manages resolution ofthe issue by collaborating internally with engineering, technical support, customer and partnerservices, IT and other stakeholders as appropriate. Updates the customer directly whereappropriate and feeds updates and resolution to assigned customer-facing resources to convey.Communicates directly and regularly with senior management internally and in the customer’sorganization. Leverages strong influencing skills to resolve issues.- Owns internal reporting / updates on the status of resolution to management and otherstakeholders until resolved- Resolution may include redirecting the case to other functional teams (Customer and partnerservices, core technical support, repair operations or, supply chain or other organizations) withspecific instructions on next steps to take- Identifies trends in incident cases or data. Uses data to drive recommendations for changes toservice, training, or business process- Proactively works with management to identify and address incidents that may be ageing orescalating or may be considered Qualifications:- Bachelor’s degree- 7 years or more work experience- Intermediate to advanced understanding of Zebra’s internal technical support processesand solutions- Strong project management skills. PMBOK or similar certification strongly preferred- Strong written communication skills and attention to detail- Strong customer facing skills including translation of technical content to a non-technicalaudience, positioning progress positively and diplomatically resolving conflicts as they occur- Strong presentation skills, with experience delivering to Director level audiences- Solid professional work behaviors - attendance, teamwork, time management- Local language requirement may also apply- Travel Requirements 10% of the time- Ability to telework 10% of the timeU.S. Only - Frequency Definitions for Physical Activities, Environmental Conditions andPhysical Demands:Never - 0%Occasionally - 0-20 times per shift or up to 33% of the timeFrequently - 20-100 times per shift or 33-66% of the timeConstantly - Over 100 times per shift or 66-100% of the timePhysical Activities (U.S. only):Select the frequency for each item on the below list (never, occasionally, frequently, constantly).- Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like. (Never)- Working from heights such as roofs, ladders, or powered lifts. (Never)- Moving self in different positions to accomplish tasks in various environments including awkwardor tight and confined spaces. (Never)- Remaining in a stationary position, often standing or sitting for prolonged periods. (Never)- Stooping, kneeling, bending, crouching, reaching, pushing/pulling. (Never)- Moving about to accomplish tasks or moving from one worksite to another. (Never)- Adjusting or moving objects up to ## pounds in all directions. (Never)- Communicating with others to exchange information. (Frequently)- Repeating motions that may include the wrists, hands and/or fingers. (Frequently)- Operating machinery and/or power tools. (Never)- Operating motor vehicles, industrial vehicles, or heavy equipment. (Never)- Assessing the accuracy, neatness and thoroughness of the work assigned. (Never)Environmental Conditions (U.S. only):Select the frequency for each item on the below list (never, occasionally, frequently, constantly).- Exposure to extreme temperatures (high or low). (Never)- Outdoor elements such as precipitation and wind. (Never)- Noisy environments. (Never)- Other hazardous conditions such as vibration, uneven ground surfaces, or dust & fumes. (Never)- Small and/or enclosed spaces. (Never)- No adverse environmental conditions expected. (Never)Physical Demands (U.S. only): (Sedentary work that primarily involves sitting/standing.) Must be able to see color. (No)Rewards Only Section:FLSA Exemption (U.S. only): ExemptFor Exempt classifications only, what exemption was used when grading the job1) Administrative2) Computer3) Professional4) Executive5) Outside Sales6) Highly compe