Job Description The Integration Support Team (IST) provides “world class” troubleshooting support to EMC Delivery personnel and ASN Partners implementing EMC products and solutions.
The IST works cross-functionally with EMC’s Global Technical Support, Global Field Practices, and Engineering organizations to provide the best experience possible their customers.
These relationships allow the IST to have access to the latest information about the implementation of EMC products and solutions using best practices.
Lead Team of Technical experts, engaging in advanced troubleshooting to assist customers and their peers.
Responsible for all IST escalations of issues to correct levels of management and key stake holders in a timely manner.
Coordinates all efforts in relation to escalations working cross-functionally where and when required.
PRINCIPAL DUTIES AND RESPONSIBILITIES · Manages a Global Team of advanced level implementation support experts.
Be it internal, domestic and international EMC field personnel from within the call center and on-site, when necessary.
· Attends multiple Product management Team (PMT) meetings, representing the IIS organization.
· Communicates as the IIS/Eng Advocate on all topics required to ensure smooth and concise information flow.
Between both organizations.
· Responsible for sharing all acquired knowledge concerning problem resolution with the field, and other organizations as required.
· Ensures contributions to centralized problem identification and resolution database.
· Identifies the need and develops timely, highly focused training programs.
Including both preparation and execution of field implementations.
· Must be able to travel when required in support of remote team meetings and Customer situations, etc. · Monitors and tracks all implementation service calls, tracks call status updates at regular intervals and communicates with key field personnel when required to ensure timely updates on critical situations.
· Ensures all Service Requests remain updated with current information in the Call Tracking system.
· Represents IIS in a professional manner to EMC Customers, EMC field personnel and ASN Partners at all times.
SKILLS · Leadership experience managing a highly independent team in a global/remote scenario.
· Interpersonal and effective communication skills, able to communicate at all levels.
· Customer focused, with strong Customer management skills · Self motivate individual who is results driven, execution centric and a strategic thinker · Strong ability to work in a Cross-functional environments · Proficiency in EMC hardware and software products Education Required: Bachelors (Tech) or equivalent Experience Required: 6-8 Years Physical Requirements: No
Sr. Mgr, Global Integration Job in Hopkinton, Massachusetts US
