Remote Work: NoOverview: At Zebra, we extend the edge of possibility by shaping the future of work on the front line—reinventing how businesses run and moving society forward. We are a community of changemakers, innovators and doers who come together to deliver a performance edge to the front line of business. We develop new technologies and create new solutions with partners to help organizations act with greater visibility, connectivity, and intelligence—delivering better experiences for workers and those they serve. Being a part of Zebra means being seen, heard, valued, and respected as you define your path to a fulfilling career. Here, you'll have opportunities to learn and lead at a leading company, and you can channel your skills towards causes that you and the Zebra community care about, locally, and globally. Together, we've only begun to define the edge of what's possible—for our people, our customers, and the world.Owns resolution of cases or "incidents" not resolved within the normal service level agreements or normal technical support path. Brings cases to resolution to the mutual satisfaction of Zebra and the customer. Addresses issues of typically regional or similar scope.Responsibilities:Leverages deep knowledge of the services organization and Zebra's solutions to drive resolution of complex "incidents" not resolved within service level agreements or through the normal customer/technical support path with focus on quick restoration of service to normal levels and minimizing impact on the customer's operationsScope of "incidents" may be regional, or global in nature, regional and not considered "critical" case (per matrix to determine assignment to Critical Account Support Process (CASP) teams), but are considered urgent and require rapid successful resolutionDoes not directly troubleshoot or solve technical cases, but rather project manages resolution of the issue by collaborating internally with engineering, technical support, Contract Administration, IT and other stakeholders as appropriate. Feeds updates and resolution to assigned CEM or other customer facing resources to convey to the customerOwns internal reporting/updates on the status of resolution to management and other stakeholders until resolvedResolution may include redirecting the Issue to core technical support, repair operations or contracts teams with specific instructions on next steps to takeWorks directly with the end customer to ensure full understanding of customer concerns and issues; maintains professional demeanor and instills customer confidence that the issue will be fully resolved in a timely mannerDemonstrates strong understanding and application of ITIL best practices around "Incident Management"Qualifications:Bachelor's degree5-8 years experienceIntermediate to advanced understanding of Zebra's internal Zebra support processes and solutionsIntermediate skill in Microsoft office applications -Word, Excel, Outlook and PowerPointStrong project management skill. PMBOK or similar certification strongly preferredStrong written communication skills and attention to detailSolid professional work behaviors-attendance teamwork, time managementLocal language requirement may also applyTo protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. You can always verify the validity of a job posting or recruiter interaction by contacting us at If you are a victim of identity theft contact your local police department.
