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.
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.