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Title:  Critical Case Manager

Location:  USA - Kansas - Wichita
Requisition ID:  2106

Job Summary

2nd Shift ( 3:00pm - 12:00am EDT)
*** Individuals on the second shift team receive additional compensation for working an off-shift schedule. ***

The Critical Case Manager (CCM) is responsible for owning case related customer escalations and driving them to expeditious resolution. This individual contributor position requires a strong leader able to execute on customer relationship management, technical resource identification, tactical escalation execution, reactive escalations management and cross-functional coordination. 

A major component of the role will be the facilitation, coordination and communication of remote technical support center resources with field support services for Enterprise class customers. The CCM will also be responsible for owning the communication to Executive level leadership (both internal and external), Sales and other key stakeholders. 

CCM’s will have additional responsibilities to periodically serve as a Duty Manager (DM) to provide direction to the support teams responsible for direct customer support. In the Duty Manager capacity the CCM will play an important role as the bridge between the Technical Support Engineers and Technical Support Manager for daily support operations. 
• Drive shift-based escalations that have become disruptive for TSC management. 
• Collaborate with field organizations including Sales, Professional Services and NetApp Partners to execute on bringing customer escalations to timely resolution through prioritization and resource identification. Engage with external customer as required. 
• Work with the Technical Support Centers to identify the correct level of required technical resources required to resolve customer escalations. 
• Ensure thorough handovers of customer escalations to oncoming shifts. 
• Lead the development and presentation of post-event Service Incident Reports as required. 
• Track and record customer escalation types to provide data for identification of systemic issues. 
• Recommend and partner with TSC leadership and applicable partners to improve NetApp Technical Support processes and drive corrective action related to any gaps/failures. 
• Participate in special projects as necessary with Tech Support and other cross-functional teams. Develop and use collaborative relationships to solve problems. 
• Help to assimilate new employees joining the Escalation Desk organization and Technical Support personnel working with the Field Support. May train new CEM’s joining the team. 
• Establishes clear ownership and provides appropriate level of communication to all relevant stakeholders including executive levels 
• Set high standards of performance and customer service for self and others on the team. 
• Foster innovative solutions in work situations and ensures that the customer perspective is the driving force behind business decisions and activities. 
• Provide direction and take ownership of DM escalations ensuring cases are followed up in the correct manor and involving the necessary parties to ensure resolution and customer satisfaction.

Handles all DM calls and works with peer TSM’s for resource allocation. 
• Work with the Initial Case Resolution (ICR) team in support of day-day escalations. 
• Own DM escalations with the Technical Support team, ensuring all needed parties are involved (TSM, TSE, EE, Field, SAM and Sales teams) 
• Focus on case updates improvements – ECMW audits/Best Practices enforcement

Job Requirements

Experience in escalation management and conflict resolutions. 

• Strong ability to listen to and understand customer frustration points and translate them into positive outcomes. 
• Team oriented with the goal of collaboration on the customers behalf. 
• Experience in the storage industry is desirable, with extensive experience in field or technical support. 
• Strong organization skills with ability to multi-task in high stress situations 
• Exceptional written and verbal communications skills. 
• Requires flexible hours, and ability to handle high stress customer situations. 

This individual should have experience with: 
• Support account management experience preferably with Enterprise customers. 
• Risk assessment and mitigation planning. 
• Customer support and working with customers in high stress situations on complex problems. 
• Process and methodology to solve broad issues that are complex in scope. 
• Escalation Management and associated escalation support processes. 
• Set-up and facilitation of conference call meetings that include customers, account teams, technical personnel up to and including Executives. 

This individual should have a working knowledge of: 
• NAS and/or SAN storage and surrounding infrastructure 
• Network architectures including the roles of routers, switches and protocols 
• Microsoft Enterprise operating systems and applications 
• NetApp applications software 
• RAID and storage systems 
• UNIX/LINUX/AIX/HP-UX configuration and administration 
• Data ONTAP operating system and NetApp clustering 
• Virtualization technologies 

Knowledge of commercial databases such as Oracle, SAP, and Microsoft SQL Server are desired.

Must be interested in working a 2nd shift schedule, which is approximately 3pm-Midnight, Monday-Friday.


- A minimum of 8 years of experience as an individual contributor and a minimum of 4 years as a project manager, tech support or escalations engineer, Support Account Manager, or Technical Account Manager is required. 
- A Bachelor of Science in Engineering or Computer Science, or equivalent related experience is required. 
- Demonstrated ability to manage multiple, critical projects is required.

Equal Opportunity Employer Minorities/Women/Vets/Disabled.

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