Leverages deep knowledge of the services organization and Zebrau0027s 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 customeru0027s operations Scope of "incidents" may be regional, or integral 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 resolution Does 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 customer Works 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 manner Bacheloru0027s degree 5-8 years experience Intermediate to advanced understanding of Zebrau0027s internal Zebra support processes and solutions Intermediate skill in Microsoft office applications -Word, Excel, Outlook and PowerPoint Fluent level of English (written and verbal) as well as local language as applicable Strong project management skill. PMBOK or similar certification strongly preferred Strong written communication skills and attention to detail Solid professional work behaviors-attendance teamwork, time management Local language requirement may also apply

📌 Escalations Specialist, Senior (Ciudad de México)
🏢 Zebra Technologies
📍 Ciudad de México