Remote Work: No
Overview:
At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer's and partner's needs and solve their challenges.
Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our diverse perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve.
You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about – locally and globally. We've only begun reimaging the future – for our people, our customers, and the world.
Let's create tomorrow together.
Schedule and Timekeeping supervisor is responsible for managing the team of L1 champions. Key responsibility is to attain the team goals for SaaS case processing cycle time, escalation process and resolution rate. This job also requires the candidate to have good written and verbal english communication, work with peer L2 team members and enable L1 champions to perform their work successfully.
Responsibilities:
Provides direction to technicians in the application of process, procedures, and troubleshooting/repair of complex instruments or testing equipment
Ensures resources maintain compliance with quality process and standards
Establishes and maintains lines of communication with engineering and software development on design, reliability and maintenance issues; reports trends, identifies urgent crises and recommends solutions to complex issues
Manages and champions trainings to improve technical knowledge of the support team; ensures technicians are properly trained and able to provide accurate and responsive solutions
Acts as an escalation point to analyze and interpret test information to resolve complex design-related problems
Estimates timeframes for complex projects and oversees the completion of assignments within specified time, quality, and cost parameters
Identifies process improvement and verification activities; develops and applies technical and quality improvement techniques
Qualifications:
Associate Degree
English language C1/C2
8+ years of experience
Prior supervisory or management experience preferred
Background in technical support preferred
Demonstrates strong customer service and communication skills
Preferred Qualifications:
Advanced troubleshooting
Leadership skills
Emerging technologies
Masters degree
Qualifications:
None
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