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Dell Analyst, Resource Deployment Manager in Bayan Lepas, Malaysia

Principle Duties And Responsibilities

  • Assists with monitoring and balancing the workload of all assigned corrective maintenance Customer Engineers.

  • Manage communications and requests from field engineers through email and phone calls (more emails & tasks than phone calls).

  • Enter data from these communications into corresponding systems while maintaining a high level of accuracy and efficiency to meet the 1-hour OLA for all communications throughout prescribed shift.

  • Track and respond to all incoming field requests for corrective maintenance services.

  • Identify and dispatch 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 manager and Director and other appropriate EMC personnel.

  • Orders parts for the Customer Engineers to expedite call handling. Maintain a basic understanding of account base information including internal contacts and basic requirements and procedures for major accounts. Track on-going corrective maintenance issues on turnover and maintaining continuity.

  • Partners with other Schedule & Dispatch Specialists within a Geography to source and share additional corrective maintenance resources across the division for effective resource utilization.

  • Adheres to product specific guidelines, procedures, and best practices.

  • Adheres to all administrative policies and escalation procedures. Uses sound judgment, application of general business principles and demonstrates initiative in carrying out assigned duties.

  • Maintains a current information repository of divisional resource skills and geographic limitations.

  • Responsible for first line of support for Corrective Maintenance and Account Management CE's.

Required

  • Good computer skills to include data entry.

  • Must have knowledge of Microsoft Product suite including Outlook, Word and Excel.

  • Must be able to work under the direction of more experienced Schedule & Dispatch Specialist as well as Management.

  • Must be able to respond in a timely manner and prioritize tasks based on urgency and impact to the business.

  • Must have 1-2 years customer service in a related field and computer experience.

  • Must have steady work history.

Desired : Knowledge of Oracle/CSI logging systems and other service delivery applications a plus.

Work Schedule Requirements

  • Must be available to work at least two shifts (Day, swing or grave; shift length may vary) to provide 24X7 coverage.

  • May be required to work overtime.

  • May be required to work Alternative Work Schedule. May be required to change shift as business dictates.

  • Schedules can shift, but not without notice and they typically stay in the shifts for at least a quarter.

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