Escalation Manager Responsibilities and Duties

Perform as primary interface for Global Management with regards to customer escalations.

Prioritize and stimulate escalations with Continuing Product Development (CPD) to ensure visibility, traction and ultimate closure.

Ensure customer is heard throughout escalation process.

Establish correct expectations, enforce relief and resolve through effective communication.

Analyze and monitor customer Problem Reports (PR’s).

Interact with GSS to ensure apt resources have been allocated and PR’s are being actively handled in right manner.

Supply regular regional status updates for all escalated Service Requests.

Identify, manage and record escalation trends and collaborate with PSE organization on product defects and trends.

Collaborate with infrastructure functions required in escalations management.

Evaluate escalation performance metrics.

Review and identify root cause for all escalated service requests and use this information to improve continuously within service delivery teams.

Help ensure compliance with Corporate and Regional Escalation Policies.

Focus on problem avoidance in escalation process.

Collaborate with other workgroup teams to train using process and procedures based on historical experience.

Assess impact of Corporate advisories and bulletins on existing customer base.

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