Dell Senior Advisor, Supportability Program Manager in Cairo, Egypt
Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Supportability Project Manager on our ISG Service Engineering team.
The newly formed ISG Service Engineering team will play a vital role in supporting Dell’s products from inception to sustaining and end of life with the mission of making Dell’s products the easiest to own, lowest cost and consistent across ISG. The organization will consist of 3 distinct verticals: Serviceability, New Product Introduction and Supportability. These verticals will directly interlock with the product groups through the product management, engineering, program management and quality organizations. Specifically, the Supportability team will be responsible for driving world-class customer experience through identification and resolution of systemic, quality and process issues in order to reduce workload and make Dell’s products easier to own and support.
The Supportability Project Manager is responsible for providing in-market support and sustaining project management for a specific product set within the ISG portfolio. Supportability project management is key to executing on initiatives derived from ISG Quality or initiated by the Supportability team itself that ultimately lead to improved CSAT, workload reduction, SR reduction, etc.
In-Market Quality & Project Management
Owns interlock between the supportability product leaders, Supportability Engineering, Trigger engineering and Analytics ops to facilitate requests, drive initiatives, track and manage product specific issues
Support partnership with ISG PGs and quality organization to solve business challenges and drive ISG in-market initiatives
Represent services at TCE forums and equivalent organizations
Drives continuous improvement in the quality of systems, peripherals and software, as experienced by customer
Supports achievement of quality goals and performance measurements while also monitoring results to identify outliers requiring deeper investigation
Provide product Workload, Contact and Dispatch Reduction opportunity/initiative project management
Influences and contributes to the development, implementation, and continuous improvement of in-market quality standards and processes
7+ years of related experience with a Bachelor’s degree; or 5+ years with a Master’s degree; or 3+ years with a PhD; or equivalent experience
7+ years of service experience with computer products, be technically proficient and have a working knowledge of service and product offerings as well as a good understanding of the OLP process.
Advanced communication/presentation skills with strong ability to interact with executive leadership
Strong ability to lead, influence and implement change across businesses
Demonstrate a sense of urgency and act with professionalism when managing critical or sensitive issues
Understanding and awareness of global components such as cultural differences, time zones, etc.
Ability to problem solve and communicate risks / impact to deliverables effectively
Advanced understanding of technology discipline, such as hardware, software, solutions and ability to influence other team members through technical expertise
Ability to influence design and process decisions and drive improvements based on advanced data, process and quality tools understanding.
Ability to deal with ambiguous situations within project, across organization
We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.
If you are ready to take ownership of ambitious and ground-breaking technical programs, this is your opportunity to develop with Dell.
Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here .