Job Description

:Remote Work: NoOverview:At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer\xe2\x80\x99s and partner\xe2\x80\x99s needs and solve their challenges.Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our diverse perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve.You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about \xe2\x80\x93 locally and globally. We\xe2\x80\x99ve only begun reimaging the future \xe2\x80\x93 for our people, our customers, and the world.Let\xe2\x80\x99s create tomorrow together.Owns resolution of cases or "incidents" not resolved within the normal service level agreements or normal technical support path. Brings cases to resolution to the mutual satisfaction of Zebra and the customer. Addresses issues of typically regional or similar scope.
Responsibilities:

• Leverages deep knowledge of the services organization and Zebra\'s solutions to drive resolution of complex "incidents" not resolved within service level agreements or through the normal customer/technical support path with focus on quick restoration of service to normal levels and minimizing impact on the customer\'s operations
• Scope of "incidents" may be regional, or global in nature, regional and not considered "critical" case (per matrix to determine assignment to Critical Account Support Process (CASP) teams), but are considered urgent and require rapid successful resolution
• Does not directly troubleshoot or solve technical cases, but rather project manages resolution of the issue by collaborating internally with engineering, technical support, Contract Administration, IT and other stakeholders as appropriate. Feeds updates and resolution to assigned CEM or other customer facing resources to convey to the customer
• Owns internal reporting/updates on the status of resolution to management and other stakeholders until resolved

Resolution may include redirecting the Issue to core technical support, repair operations or contracts teams with specific instructions on next steps to take * Works directly with the end customer to ensure full understanding of customer concerns and issues; maintains professional demeanor and instills customer confidence that the issue will be fully resolved in a timely manner

• Demonstrates strong understanding and application of ITIL best practices around "Incident Management"

Qualifications:

• Bachelor\'s degree
• 5-8 years experience
• Intermediate to advanced understanding of Zebra\'s internal Zebra support processes and solutions
• Intermediate skill in Microsoft office applications -Word, Excel, Outlook and PowerPoint
• Strong project management skill. PMBOK or similar certification strongly preferred
• Strong written communication skills and attention to detail
• Solid professional work behaviors-attendance teamwork, time management
• Local language requirement may also apply

To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. If you are a victim of identity theft contact your local police department.

Zebra Technologies