Dell Sr Manager, Ent Tech Services (Escalations) in Hopkinton, Massachusetts

Job Description:


Provides focus within EMC for all Global Service issues to an EMC customer. Manages one or more groups or departments of managers and or supervisors within a functional area. Acts as EMC''''s ambassador / liaison to the customer and as the customer''s representative within EMC. Identifies and informs the assigned sales team and Technical Solutions Team of potential sales and services opportunities. Nurtures customer''s relationship with EMC such that the customer regularly purchases EMC equipment. Ensures maximum correlation between customer needs and EMC Global services and products. Ensure that all aspect of EMC''''s value proposition are communicated and represented to the customer.


  • Manages through first level managers. Applies technical expertise in order to resolve highly complex customer issues by coordinating the technical support between the field and Customer Service managers. Interfaces with Executives, Engineering, Sales, Marketing, Customer Service and customers to resolve business, and technical issues on all products and services.

  • Represents EMC to the customer, ensuring that the customer is totally satisfied, while keeping EMC''''s best interest in mind. Utilizes the CSMS to co-ordinates activities with Account Personnel from Sales, System Engineering, Customer Service and Technical Solutions Team personnel to ensure all customer needs are met.

  • Responsible for the scheduling, staffing, management and development of employees in assigned area. Ensures that issues and recommendations with regard to programs, tools, projects, products, process, metrics, standards and customers are escalated in accordance with technical support policies and procedures. Generates support plans to resolve highly complex service related problems. Coordinates all aspects of ongoing service issues and implementations, technical assistance and direction for customers regarding EMC products and services.

  • Managers oversee first level managers responsible for ensuring the CSMS are identifying and facilitating the routing of all technical queries and problem resolution from the customer to Corporate Technical Support and Engineering. Ensures suitable level of service personnel and activity during problem resolution at all locations. Accountable for operational results in terms of expenses, budget, performance standards/metrics, customer satisfaction and employees. Drives the administration and execution of customer support programs, products, projects, process, performance metrics/standards for assigned area.

  • Integrates customer and EMC business requirements with technical requirements to determine best course of action when resolving customer issue. Enables sales by positioning solutions to protect EMC product image while identifying sales opportunities. Gather customer intelligence on sensitivities and expectations. Analyzes high level customer technical problems with respect to business, operational and financial areas of customer service and has responsibility for making decisions relating to these issues.

  • Controls and directs internal resources in terms of setting time requirements and expectations. Presents key business issues to executives to provide and obtain information and to build consensus regarding project direction.

  • Serves as primary liaison with other higher level managers, internally and externally, to ensure that assigned area (s) anticipate and meet internal and external needs. Ensures upper level management is aware of issues. Interfaces with customer on behalf of executives via customer meetings and written communication. Responsible for acting as EMC CS Liaison for customer visits to the Executive Briefing Center. Travel to customer sites and EMC offices is required.Will carry a pager and will likely be called upon during off-hours to become actively involved in resolving a customer issue. Perform other duties as required. EMC Proven Professional Certification desired.


  • Customer focused.

  • Ability to work in a high-pressure environment.

  • Ability to work independently.

  • Ability to work effectively with senior management.

  • Presentation skills.

  • Sense of urgency.

  • Possesses strong product/technology/industry knowledge.


Bachelors (Non -Technical)

Experience Required: Typically requires 12+ years of professional experience and 4+ years management experience.

Physical Requirements: No

EMC Values:

When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. 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.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. We encourage applicants of all ages.

Critical Hiring Criteria:

Functional Area(s):

Customer Service & Support



Business Unit:



US - Massachusetts - Hopkinton