Escalations Specialist II

Overview:

At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges.

Being part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve.

 

You’ll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about—locally and globally.

Come make an impact every day at Zebra.

What We're Looking For:

Assists with the resolution of cases or issues not resolved within the normal service level agreements or
normal business process. Brings cases to resolution to the mutual satisfaction of Zebra and the customer.
Addresses issues of typically regional scope.

Essential Duties and Responsibilities:

• Leverages knowledge of the organization and Zebra’s business processes and solutions to drive

resolution of issues not resolved within service level agreements or through the normal support

path with focus on quick restoration of service to normal levels and minimizing impact on the

customer’s operations

• Scope of work is regional, but is considered urgent and requires rapid successful resolution.

• Does not directly troubleshoot or solve technical cases, but rather project manages resolution of

the issue 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 to convey

to the customer.

• Assists with internal reporting / updates on the status of resolution to management and other

stakeholders until resolved

• Resolution may include redirecting the issue to other functional teams (Customer and partner

services, repair operations, supply chain or other organizations) with specific instructions on next

steps to take.

• 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.

• May manage an escalation or exception process such as backorder, RMA resolution, shipment

discrepancy, inventory reconciliation.

Note: The statements herein are intended to describe the general nature and level of work being performed by

employees, and are not to be construed as an exhaustive list of responsibilities, duties, abilities, and skills required of

personnel so classified.

Benefits:

We understand the importance of work-life balance and wellbeing, which is why we offer flexibility for our teams including: hybrid work, adaptable hours, Summer Flex Fridays, Focus Fridays, and an annual companywide well-being day to promote revitalization and success.

Job Posting Statement:

To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. If you are a victim of identity theft contact your local police department.

AI Technology Statement:

Zebra Technologies leverages AI technology to evaluate job applications using objective, job-relevant criteria. This approach enhances efficiency and promotes fairness in the hiring process. However, every decision regarding interviews and hiring is made by our dedicated team, because we believe people make the best decisions about people. For more on how we use technology in hiring and how we process applicant data, see our Zebra Privacy Policy.