02 feb
Poly
Tijuana
Requisition ID: 61478
**Location**:
Tijuana, Baja California, Mexico
Function: Services & Customer Care
Work is no longer a place. It’s what you do. And how you do it. More fluid, more flexible, powered by your imagination and by some amazing technology!
That’s where we come in. We are Poly. We outfit you with beautifully designed and engineered audio and video products so that YOU can do YOU. Wherever and whenever.
Join us as we pursue our disruptive vision to bring professional audio and video meeting technology and services to everyone. Be a part of our journey!
As a Customer Resolution Team Supervisor in America’s Services Department, you will partner with other Poly Service Departments, Development engineering,
and Sales to ensure a timely resolution for our customers’ most critical concerns. You will leverage best-in-class practices to deliver superior support to Poly’s customers while fostering the development and growth of a cross-functional support team.
**Your day to day**
- Lead a cross-functional support team that resolves technical issues impacting Poly’s products.
- Provide a high level of service that enables Poly to become our customers’ unified collaboration vendor of choice.
- Maintain tight, cross-functional alignment within the greater Customer Resolution Team
- Partner with Poly Logistics, Operations, and Manufacturing teams.
- Interact with management at our customers and successfully manage their expectations.
- Perform case management, business intelligence reporting, and trending analysis.
- Help with annual planning and formation of departmental budget.
- Align goals with the business and lead the team to overachieve.
- Successfully partner with all global support organizations regardless of region/theatre.
- Your team will:
- Support Poly customers and partners to resolve technical issues on Poly products.
- Gather log files and configuration data for analysis to determine root cause of problems and create solutions.
- Replicate reported issues in lab, testing for workarounds and/or resolution.
- Maintain accurate documentation of all actions required to resolve issues in the support database.
- Provide collaboration to requests for help from support members to optimize teamwork in expedient issue resolution for our customers
- Multi-task among numerous exciting customer escalations including advanced interoperability with platforms and ecosystems such as Zoom, Microsoft (Skype, Teams, & Exchange), RingCentral, BroadSoft, and others.
- Create technical documentation describing reported issues and workarounds and solutions for the Poly knowledge base.
- Provide valuable Service Readiness and Pilot feedback, often resulting in product improvements.
**What you bring to the team**
- Have experience with current Poly and previous Polycom/Plantronics products.
- Have experience leading a team in a technical support environment.
- Enjoy developing and mentoring a team to excel.
- Have demonstrated an ability to drive improvements and the skills to empower your team easily adopt change.
- Have a related bachelor’s degree or equivalent experience.
- Have a tendency to be highly organized and detail-oriented.
- The ability to work under pressure.
**Our Culture**
At Poly, leadership principles aren't just something we talk about, they're something we live and breathe. We believe in creating a work environment where people feel empowered, supported,
and included -where trust and transparency are built into the way we work - where creativity, curiosity, and continuous improvement are encouraged and nurtured every day.
- **C3 - Customer. Customer. Customer**: Customer obsession is everyone’s job. You enjoy solving customers’ problems - big or small. You work closely with customers, channel partners and their teams to deliver innovative solutions.
- **Raise the Bar**: You take pride in your work and know details matter. You know that shavings make a pile. You seek every opportunity to continuously improve teams, products, and processes.
- **Communicate Courageously**: You speak with candor but aren't a jerk. You constructively challenge your teammates to get to the best possible outcome or decision. Once a decision is made, you fully align and stay aligned.
- **Onward and Upward**: You learn from the past but focus on the future. You rapidly adapt to changes in the marketplace. You help to create solutions that move the company forward with energy, momentum, and results.
- **Own It**: You know your business, your customers, and your team - inside and out. You don't sacrifice long-term value for short-term results. You act with integrity, spend money like it’s your own, and put Poly first.
- **Take the Leap**: Speed matters in business. You encourage and require those around you to think strategically and act decisively. Poly values calculated risk taking.
- **Ride Together**: We are one team. We do what we say we’ll do, we treat each other with respect, we have
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.