Jon Coyle Email & Phone Number

Greater Boston

Greater Boston

East Coast

• Relationship Management: Build and develop the client relationships at Executive level.
• Services roadmap, creation and launch: Responsible for creating Dell’s Advanced Exchange program; Dell’s Demo Pool; And Dell’s Reactive Tag Transfer program.
• Develop and Present Programs to the Executive level for our solutions/services (Dell and Partner)
• Project Management: Execute project plans and assume accountability for delivery and success. Monitor and report on status of deliverables and quality.
• Analysis: Perform risk assessment quantification, response planning and control. Reallocate resources, modify schedules and shift task assignments as necessary to meet goals..
• Opportunity Management: Mine existing account base to maximize revenue opportunities and the Dell value proposition within those accounts.

• Major Solution Management: Deliver innovative solutions using the best practices and methodologies in the industry.
• Service Management: Manage large global account on a day to day basis. Provide support for critical incidents and customer account management.
• Project Management: Execute project plans and assume accountability for delivery and success. Monitor and report on status of deliverables and quality.
• Relationship Management: Build and develop the client relationship at senior management level.
• Analysis: Perform risk assessment quantification, response planning and control. Reallocate resources, modify schedules and shift task assignments as necessary to meet goals.
• Dell Business Metric Management & Reporting: Ensure that all procedures implemented are in line with Dell business goals and can show accountable improvement in metrics, such as Customer Satisfaction, customer Total.

Dublin Ireland

• Supervising 22 Support Engineers from seven different countries in Dell’s Enterprise European Support Centre in Dublin Ireland.
• Staff Management: Training, interviewing, performance management, performance appraisals. Setting Team Leader Objectives and Customer & Enterprise Management Team Key Performance Indicators.
• Operations Management: Managing Service levels, Scheduling, forecasting and capacity planning.
• Dell Business Metric Management & Reporting: Ensure that all procedures implemented are in line with Dell business goals and can show accountable improvement in metrics, such as Customer Satisfaction, First Time Fix.
• Escalation and Resolution Management: Manage critical customer escalations, and liaise with Engineering, Sales, and Account Managers for efficient resolution.
• Strategic Planning & Analysis: Responsible for managing a sub team, the Quality Focus Group, who analyzed support trends and developed strategic roadmaps to meet future demand.