Role Description The purpose of this role is to coordinate case activity that leads to a successful de escalation of a customer situation, with responsibilities detailed below: ¿ Driving and prioritizing support cases relating to the escalated customers, including proactively identifying case dependencies and taking appropriate action (see example activities). ¿ Checking the correct priority is set, requesting an increase if necessary and informing the Front Office Lead or Escalation Manager as required. ¿ Requesting and ensuring case escalation for the higher priority cases agreed with the Customer and Front Office Lead or Escalation Manager. ¿ Requesting and ensuring R&D incident escalation for the higher priority cases agreed with the Customer and Front Office Lead or Escalation Manager. ¿ Proactively liaising with case owners and other resolver groups to understand the current status and the next steps to resolution. ¿ Proactively liaise with the Service Desk to ensure escalated cases are treated with higher priority. ¿ Proactively liaising with R&D when necessary ¿ Understanding potential delays and roadblocks for cases, taking appropriate action to alleviate the situation and informing the Front Office Lead or Escalation Manager if required. ¿ Identifying when a case would require additional assistance for example from R&D or the Situation Room to add extra expertise for faster resolution. ¿ Identifying when an Escalation Manager (if not already assigned) may be required to expedite resolution. ¿ Producing a regular status summary on an agreed cadence to the Front Office Lead or Escalation Manager and supporting them in status reviews/updates with the Customer as required. Example activities ¿ Checking the case status daily to review case notes, understand current status, and identify where and how to expedite. ¿ Liaising with case owners to share latest customer info. ¿ Keeping Resolver Group Managers and Team Leads appraised when a case in their team is flagged as critical. ¿ Expediting tasks to the required level (Manager/Director/VP/SVP) that pose a risk to the de escalation strategy, pro actively securing resolution. ¿ Liaising with case owners to share latest information that aids resolution and to motivate their active participation. ¿ Participating in customer calls to review open cases as required by the Lead; and capturing and sharing `lessons learned¿. Required Education & Experience Essential ¿ An academic background with a Bachelor or Masters¿ degree in Engineering, Business, or IT (or equivalent education or experience). ¿ Excellent communication skills in written and spoken English. ¿ Attention to detail and reliable commitment. ¿ Concise writing style for executive summaries and escalation status reporting. ¿ High level of pressure tolerance and the emotional intelligence necessary to efficiently manage escalated and critical customer situations. ¿ Ability to work both independently and collaboratively. ¿ Ability to quickly understand context and be able to convey this in an actionable manner to others. ¿ Willingness to work EU shift pattern. Desirable ¿ Work experience within a service desk or second line support environment. ¿ Experience of working with ERP Applications (IFS, SAP, Oracle). ¿ Experience of working with Jira and ServiceNow. ¿ Comfortable working with all levels within an organisation.