Service Delivery Specialist Brno

Service Delivery Specialist

**Remote Work: Hybrid**
**Overview**:
At Zebra, we extend the edge of possibility by shaping the future of work on the front line—reinventing how businesses run and moving society forward.
We are a community of changemakers, innovators and doers who come together to deliver a performance edge to the front line of business. We develop new technologies and create new solutions with partners to help organizations act with greater visibility, connectivity, and intelligence—delivering better experiences for workers and those they serve.
Being a part of Zebra means being seen, heard, valued, and respected as you define your path to a fulfilling career. Here, youll have opportunities to learn and lead at a leading company, and you can channel your skills towards causes that you and the Zebra community care about, locally, and globally.
Together, weve only begun to define the edge of whats possible—for our people, our customers, and the world.
**EMEA Managed Services team is looking for a new Service Specialist who will be responsible for new and existing Zebra clients.**
In this role you will assist with the resolution of cases or issues not resolved within the normal service level agreements or normal business process. Bring cases to resolution to the mutual satisfaction of Zebra and the customer. See where career at Zebra can take you!
**Responsibilities**:
- Leverages knowledge of the organization and Zebra’s business processes and solutions to drive resolution of issues with focus on quick restoration of service to normal levels and minimizing impact on the customer’s operations
- Project manages resolution of issues by collaborating internally with engineering, technical support, customer and partner services, IT and other stakeholders as appropriate.
- Updates the customer directly where appropriate or feeds updates and resolution to appropriate customer facing resources
- Assists with internal reporting / updates on the status of resolution to management and other stakeholders until resolved
- May work 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
- Work closely with customer appointed CSM for any issues and/or other activities/tasks related to the supported customer
- May manage an escalation or exception process such as backorder, RMA resolution, shipment discrepancy, inventory reconciliation
- Drives and supports technical and operational customer escalations by engaging with internal and external stakeholders
- Responsible for working with appointed CSM in identifying and driving Continuous Service Improvements in order to implement service, process and function improvements
- Assist with the investigation of problem cases, monitor the impact of problems on agreed service levels and initiate appropriate improvement actions
**Qualifications**:
- 5+ years of relevant work experience
- Strong communication skills, attention to detail
- Previous experience from client facing role
- Analytical skills, ability to prepare reports
- Proficient level of English Language
- Understanding of service desk duties, their SLA and KPI
- Experience with service continuous improvement
- Advantages:
- Knowledge of ITIL or Auditing
- Basic knowledge of Software development, Android devices or IMM tools
**Benefits**:
- 5 weeks of vacation, 5 sick days and 2 volunteer days paid off.
- Multisport card at a reduced price.
- Meal contribution.
- Monthly contribution 800 CZK/month in the form of credits on your Benefit plus card with cafeteria system where you can choose from wide range of activities/benefits from Health, Sports, Travel, Wellness, Development, Culture up to company Language courses.
- Training and personal development in soft skills and hard skills, access to our internal learning portal and internal career opportunities within Zebra departments.
- Annual bonuses based on financial results.
- Yearly salary increases according to individual performance.
- Employee referral bonus for bringing New Talent to Zebra.
- Free beverages and fruit days (coffee, tea, milk available in our kitchenette).
- Life & Pension insurance contribution.
- New modern and multifunctional workplace at Vlněna Office park in the city centre
- Discount at our partners (Banks, HP, Dell, Microsoft Office).

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