Job Description

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Remote Work: Hybrid

Overview:

At Zebra, we extend the edge of possibility by shaping the future of work on the front line\xe2\x80\x94reinventing how businesses run and moving society forward.

We are a community of changemakers, innovators and doers who come together to deliver a performance edge to the front line of business. We develop new technologies and create new solutions with partners to help organizations act with greater visibility, connectivity, and intelligence\xe2\x80\x94delivering better experiences for workers and those they serve.

Being a part of Zebra means being seen, heard, valued, and respected as you define your path to a fulfilling career. Here, you\'ll have opportunities to learn and lead at a leading company, and you can channel your skills towards causes that you and the Zebra community care about, locally, and globally.

Together, we\'ve only begun to define the edge of what\'s possible\xe2\x80\x94for our people, our customers, and the world.

Responsible for owning the resolution of complex design or component issues identified via technical support case management or other escalations data. Works collaboratively with device/solutions core development teams.
Responsibilities:

• Provides expertise in technical support case and incident data and other escalations to identify trends or potential "problem" sources
• Mitigates complex incidents and problems by recommending interim corrective actions
• Is lead point of contact for core hardware and solutions development teams to address the root cause issue(s). Drives all assigned problems toward root cause identification and a permanent "fix"
• Provides regular status reports to leadership and other stakeholders on the resolution of assigned "problems". Gathers input from project team members for consolidated status reporting. May report status in a summary document or via live presentation
• Contributes content to Zebra\'s knowledge center for use by technical support agents and customers in self service activities. May also act as a SME content reviewer for articles submitted by core non-tech and tech support team members
• Initiates and facilitates working team meetings as required to understand and solve "problems". Uses influence and people leadership skills to effectively drive accountability, motivation and morale in project teams
• Understands multiple effective approaches to root cause analysis and leverages them along with their own innovation to determine the right approach and solution to a problem

• Bachelor\'s Degree required in Engineering, Project Management or related discipline
• 8-12 years of experience in technical support or escalations roles
• Strong analytical skills, thorough understanding of techniques in root cause analysis
• ITIL foundations certification highly preferred
• Intermediate Excel
• Project Management certification (PMBOK or PRINCE2)
• Strong organizational and communication skills, including experience presenting to mid-level management
• CCNA (Cisco Certified Network Associate) certification preferred

Zebra Technologies