Sr Critical Situation Mgr - Springfield, OR
Symantec - Springfield, OR

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About Us

Relentlessly protect the world’s information. Make a difference at Symantec. Across the globe, we are an ‘essential’ partner to both consumers and businesses of all sizes. We combine our talents, our brains, and our creative energy to reinforce our place as a world-class technical community.

Since its inception in 1982, Symantec has grown into a Fortune 500 company through a combination of internal development, strategic acquisition, and partnering with industry leaders. At every step in the company’s growth we have expanded both our technological expertise and our understanding of customer needs. Our ability to successfully integrate internally developed with technologies we acquire has kept Symantec at the front of its industry and enabled us to provide best-of-breed solutions for millions of corporate and individual customers in more than 50 countries. It is what has earned the company almost every major technology award and top-tier rankings from industry analysts.Responsibilities

React to critical customer and partner situations and escalations of moderate difficulty and complexity using Critical Situation Management Framework best practices.
Participates in team that debriefs Customer Critical Situations for closure and continuous improvement.
Evangelizes the ESS story to sales, customers, and partners.
Assist with the coordination of resolving customer escalations.
Review and understand customer satisfaction data to help maintain current satisfaction goals.
Act as a direct go-to for Sales Systems Engineers in Latin America for questions on/assistance with Technical and Non-Technical Support for their customers.

Communication Skills (writing, questioning, listening, content delivery)Teamwork (selfless in helping peers and management; puts team ahead of self; focuses on greater good, motivated to create success for extended teams)
Accountability (demonstrated Responsible mindset, never accepts Victim mentality)
Problem Solving (tears down barriers, removes obstacles to success for self and others)
Resource Management (efficiently and effectively uses resources to solve problems and generate success; uses minimal resources for maximum effect and success).

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