Project Lead Escalation

Project Lead Escalations

Start: 1/10/2015

Location: Eindhoven

language: English

Introduction

Department: Escalation Management Office handles the most complex, business critical and visible. Rapid resolution of these issues is essential for both our client and the customer and everyone is looking at the EMO office to take charge, rapidly

Job Mission

Help our partners in CS Field to meet customer commitments as defined in the SLA, by delivering dedicated escalation management to the most complex and business critical escalations coming into the GSC.

Job Description

Escalation progress management

Take the lead in organizing and managing an expert team

Identify and close gaps which slows down the time of resolution

Avoid tunnel vision in the team by enforce out of the box thinking

Chair and lead escalation meetings

Report and manage expectations of business lines, field and management

Report status of tools which are under CS responsibility

Report on different management levels regarding 'extreme long down tools' (>24h)

Communicate status of problem solving process to all stakeholders

Educational Level:

BS or Master Degree in engineering, or equivalent experience; knowledge of electronics, mechanics, optics, software, semiconductor processes, and related disciplines.

Experience

5-10 years of project leader and or troubleshooting experience in a technical environment

Experience in managing customer escalations and (internal) customer communication

Michael Bailey International is acting as an Employment Business in relation to this vacancy.