EMEA Field Services Partner Manager

Job description

Why Work at Dell?

Endless challenges and rewards. Opportunities on six continents. A team of colleagues fueled by collaboration. All this, and a company deeply committed to integrity and responsibility.

Key Responsibilities

As the Field Services Partner Manager you would be responsible for service performance and quality of service delivery by Dell Service Partners. You would work closely with the Dell Service Providers (DSPs)  to support the achievement of Customer Service objectives in driving and sustaining improvements in Warranty Cost, Productivity,  Quality, and Customer focus metrics as required. You would support the DSPs in providing information on strategic objectives, resources and relevant data to enable them to develop their objectives in line with Dell’s. Bring your key strengths to lead by example in establishing a performance  management culture to improve organizational capability generally. Your main responsibilities in this role should include:

·  Developing and implementing operational programmes in line with the EMEA Field Delivery organisation's strategic objectives
·  Managing overall relationship with DSPs - be a Dell ambassador for DSPs and vice versa.
·  With the support from the Field Operations Team, managing the day-to-day performance of the DSPs to meet Operational KPI Targets
·  Holding regular service review meetings to review trends in performance and drive performance and strategic initiatives
·  Ensuring cross-functional coordination with other parts of the business as required, actively interlocks with key business stakeholders in order to keep the partner strategy aligned between Sales and Services
·  Sharing Customer Services objectives and targets and work with DSPs to develop their strategic plans to support achievement of Dell objectives
·  Reviewing feedback from all stakeholders on customer satisfaction and performance to identify improvement trends and work with DSPs to resolve 
·  Providing support to the DSPs with resources, information and data to enable them to maintain service performance and develop their capacity and capability to meet current and future demand
·  Supporting the New Service/New Product introduction in ensuring that DSP engineer technical skills and overall capability meets current and future business need
·  Leading a coordinated and systemic approach to quality & cost improvements, linked directly to customer satisfaction feedback and DSP operations
·  Influencing and motivating others to deliver the best of themselves in meeting business challenges and objectives
·  Driving customer satisfaction through CE programs

Essential Requirements

·  Strong Field Services/Supply Chain/Procurement background with a minimum of 2 years’ experience in managing Partner Performance and Relationship
·  Good understanding of EMEA Markets and Partner Landscape in those countries
·  Fluent in English (Oral and Written)
·  Strong presentation, communication and iInterpersonal skills with high attention to detail
·  Ability to work as part of a team and  manage daily workloads throughout the quarter

Desirable Requirements

·  Independent thinker with proven ability to be able to analyse various type of information and be able to draw conclusions from it.
·  Self-motivated, proactive and ability to work on own initiative, prioritize tasks and meet deadlines
·  Organized, Good Time Management
·  Excel, PowerPoint skills