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Intel Global Customer Success Warranty Program Manager in Boston, Massachusetts

Job Description

SMG's Global Customer Success (GCS) is a worldwide team which effectively partners with all Intel business units to provide a full range of customer support that spans the lifecycle for Intel's products, programs, and services. Our global services are scalable to meet the needs of every customer from the single end user to the large-scale distributors and original equipment manufacturers. These services include design-in testing tools (TNT), pre-sales tech enablement (ADC), program and event management (IDD), to post sale technical support and warranty (ICS) for all Intel branded products, programs, and services.

In this program/escalation manager role your focus will be on ensuring a low effort/high satisfaction customer experience specific to Intel Customer Support warranty services and resolving customer escalations/critical issues specific to global warranty support . You will partner closely with Intel Global Reverse Logistics( GRL), Intel business unit stakeholders, and various ICS vertical and horizontal managers/teams to drive a common project portfolio, management of key performance indicators, robust business process management, competitive benchmarking and industry research to ensure Intel is offering our customers best-in-class warranty services and optimize the end-to-end warranty lifecycle globally.

In addition, you will be the primary escalations/critical issues manager responsible for managing reactive resolution responses as well as leading cross organizational task forces and project teams to address larger scale issues and/or strategic opportunities for improvement, optimization, and innovation. This is a highly visible, matrixed role requiring partnership with Legal, PR, and Global Communications.

This position requires the strong ability to think strategically, influence effectively and communicate succinctly, and excel/lead under pressure while maintaining a calm, organized, holistic approach. Role can also include handling of highly confidential and sensitive data requiring utmost discretion.

The successful candidate should exhibit behavioral traits that indicate:

-Independent, self-starter with ability to manage through volatility, uncertainty, complexity, ambiguity

-Works well under pressure with demeanor to handle difficult situations

-Strong customer orientation, communication and stakeholder management skills

-Proven success in a matrix environment requiring formal partnership and influencing

-Refined project/program management skills -Strong attention to detail

-Flexibility in work schedule to work globally or outside of normal business hours.

Qualifications

You must possess the below minimum qualifications to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates. This Position is not eligible for Intel immigration sponsorship

Minimum Qualifications:

  • 5+ years of direct experience in:

-End-to-end knowledge of Intel's or other global corporation’s warranty-related support structure , including supply chain, global reverse logistics support processes

-Working in a customer-facing/impacting role within a global organization

  • Project/Program Management

  • Bachelor's Degree in Business, Communications, Marketing or any related field.

Preferred Qualifications:

  • Experience using Salesforce applications including Intel's Service Cloud/Sales Cloud

  • Power BI user or developer experience

  • PMP certification, and or Lean Six Sigma certification

  • Contract/Vendor Management experience

Inside this Business Group

Intel's Sales and Marketing (SMG) organization works with global customers and partners to solve critical business problems with Intel based technology solutions. SMG works across business units to amplify the customer voice and deliver solutions that accelerate their business. We work across numerous industries, including retail, enterprise and government, cloud services and healthcare as examples. The operations team focuses on forecasting, driving alignment with factory production and delivering efficiency tools and our marketing capability drives demand and localized marketing in locations around the globe. Our sales force navigates a complex partner and customer ecosystem while shaping product roadmaps, driving value for our customers, and collaborating to harness emerging technology trends to deliver comprehensive solutions.

Other Locations

US,OR,Hillsboro;US,CA,Folsom;US,CA,Santa Clara

Covid Statement

Intel strongly encourages employees to be vaccinated against COVID-19. Intel aligns to federal, state, and local laws and as a contractor to the U.S. Government is subject to government mandates that may be issued. Intel policies for COVID-19 including guidance about testing and vaccination are subject to change over time.

Posting Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Benefits

We offer a total compensation package that ranks among the best in the industry. It consists of competitive pay, stock, bonuses, and benefit programs. Find more information about our Amazing Benefits here: https://www.intel.com/content/www/us/en/jobs/benefits.html

Working Model

This role will be eligible for our hybrid work model which allows employees to split their time between working on-site at their assigned Intel site and off-site. In certain circumstances the work model may change to accommodate business needs.

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