Dell CSM 2 in Cork, Ireland

Customer Escalation Manager

Competitive salary


People make Dell – so wherever in the world they work, everyone is rewarded for their contribution. Ready to develop your career in a truly global company? Within the Customer Escalation Management team at Dell, we are looking for a Customer Escalation Manager to join our team in Cork .

Dell is a collective of customer-obsessed, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities. We offer unparalleled growth and development opportunities for our team members. We believe that technology is essential for driving human progress, and we’re committed to providing that technology to people and organizations everywhere, so they can transform the way they work and live.

Key Responsibilities

  • Analyzes customer technical problems with respect to business, operational and financial areas of customer service and has responsibility for making decisions relating to these issues.

  • Coordinates activities with Account Personnel from Sales, System Engineering, TSG and Customer Service to ensure all customer needs are met as well as all aspects of ongoing service issues, technical assistance and direction to customers regarding Dell technology products..

  • Acts as point of escalation for front line issues and concerns on specific problems relating to assigned region or country and is responsible for ensuring follow up and fault resolution.

  • Ensures suitable level of service personnel and activity during problem resolution at all locations.

  • Advises Dell technology senior management of any developments and action plans. Generates support plans to resolve complex service related problems.

  • Integrates customer and Dell technology business requirements with technical requirements to determine best course of action when resolving customer issue.

  • Enables sales by positioning solutions to protect Dell technology product image while identifying sales opportunities. Gather customer intelligence on sensitivities and expectations. Interfaces with customer on behalf of senior management via customer meetings and written communication.

Essential Requirements:

  • Bachelors or equivalent.

  • Candidate must demonstrate very good customer service, organizational, interpersonal communication and presentation skills.

  • Proven ability to work independently, with minimal supervision and possess very good research/technical skills.

  • Possesses excellent verbal and written communication skills as well as Professional Business Skills (i.e. Influence, Negotiating)

  • Directly related experience in a customer service and support environment with direct and frequent interface with the customer.

  • Must possess excellent organization and communication skills.

  • Basic understanding of the various system environments

Desirable Requirements:

  • Dell technology Proven Professional Certification preferred.

  • Previous experience in a similar role.

  • Secondary language preferred, but not essential.


Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.

Closing date: 21st November 2018

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here .