Dell It Operations Manager
• Sets strategy, goals, and metrics for field repair and maintenance. • Coordinates field technical training and service readiness for new products, sustained programs, and special projects. • Develops and implements process improvements to field operations, including tool implementation. • Represents field services to customers, sales and segment teams, logistics, and technical support organizations. • Manages process controls and standardization. • Oversees functional repair for In-Warranty and Out-of- Warranty screening and repair. • Responsible for the daily activities of the suppliers. • Supports service level improvement/coordination with field teams and suppliers. • Resolves escalated problems/projects/items from field support team to maintain strong customer experience levels. • Executes the operations plan that senior management develops. • Ensures team achieves specific field performance metrics.
