SMG's Global Customer Success (GCS) is a worldwide team that effectively partners with all Intel business units to provide a full range of customer support that spans the lifecycle for Intel's products, programs, and services.
Our global services are scalable to meet the needs of every Intel customer from the single end user to the large-scale distributors and original equipment manufacturers.
These services include design-in testing tools, tech enablement and services, to post sales technical support and warranty for all Intel branded products, programs, and services.
In this program/escalation manager role your focus will be on ensuring a low effort/high satisfaction customer experience specific to Intel Customer Support warranty services and resolving customer escalations/critical issues specific to global warranty support.
You will partner closely with Intel Global Reverse Logistics (GRL), Intel business unit stakeholders, and various support verticals and horizontal managers/teams to drive a common project portfolio, management of key performance indicators, robust business process management, competitive benchmarking, and industry research to ensure Intel is offering our customers best-in-class warranty services that is optimized end-to-end globally.
In addition, you will be the primary escalations/critical issues manager responsible for managing warranty related issue resolution responses as well as leading cross organizational task forces and project teams to address larger scale issues and/or strategic opportunities for improvement, optimization, and innovation.
This is a highly visible, matrixed role requiring partnership with Legal, PR, and Global Communications.
This position requires the be strong at think strategically, influence effectively, communicate succinctly, and excel/lead under pressure while maintaining a calm, organized, holistic approach.
Role can also include handling of highly confidential and sensitive data requiring utmost discretion.
- Independent, self-starter to manage through volatility, uncertainty, complexity, ambiguity
- Works well under pressure with demeanor to handle difficult situations
- Strong customer orientation, communication, and stakeholder management skills
- Proven success in a matrix environment requiring formal partnership and influencing
- Strong attention to detail
**Qualifications**:
Youmustpossessthebelow**minimum**qualifications**tobeinitiallyconsideredforthisposition:
- Bachelor's degree in Business, Communications, Marketing, or any related fieldor 3+ years of experience in addition to the below in lieu of degree.
- 5+yearsofdirectexperienceworkingin acustomerfacingrolewithinaglobalorganization.
- 3+yearsofdirectexperiencehandlingcustomerescalationsandcriticalissueresolution/response.
- 2+yearsofexperienceinprogramorprojectmanagement.
- End to end knowledge of product warranty processes/program or other global corporation's warranty-related support structure, including global reverse logistics processes.
- 2+yearsactiveexperienceutilizingKCSorotherknowledgemanagementpractices.
- AdvancedEnglishlevel.
- Flexibility in work schedule to work globally or outside of normal business hours.
- KCSFoundationsand/orV6practicescertification
- PowerBIuserexperienceforreportingandanalytics
- PMPcertificationorLeanSixSigmacertification
- Contract/VendorManagementexperience
**Inside this Business Group**:
Intel's Sales and Marketing (SMG) organization works with global customers and partners to solve critical business problems with Intel based technology solutions.
SMG works across business units to amplify the customer voice and deliver solutions that accelerate their business.
We work across numerous industries, including retail, enterprise and government, cloud services and healthcare as examples.
The operations team focuses on forecasting, driving alignment with factory production and delivering efficiency tools and our marketing capability drives demand and localized marketing in locations around the globe.
Our sales force navigates a complex partner and customer ecosystem while shaping product roadmaps, driving value for our customers, and collaborating to harness emerging technology trends to deliver comprehensive solutions.
**Posting Statement**:
All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.
**Benefits**:
**Working Model**:
This role will be eligible for our hybrid work model which allows employees to split their time between working on-site at their assigned Intel site and off-site.
**In certain circumstances the work model may change to accommodate business needs.