Job Description

JOB DESCRIPTION

Insight Global is looking for a Escalations Program Manager. This person will be reviewing incoming PC issues from customers that relate to a particular processor supplier and putting those into a tracker for the Third Level Support (3LS) Engineering team and the supplier to review. They will then monitor those cases and meet with the 3LS team/supplier to ensure those issues are being worked on and resolved by the appropriate technical team (tracking those updates along the way) and within a particular timeframe. Taking the lead on driving issues when necessary, especially if they have become stagnant. This role requires a good understanding of PC hardware components (CPUs, firmware, and software (CPUs, graphics cards, drivers, OS, etc.). They will also need to reach out to different stakeholders (external and internal), coordinate meetings, and build strong working relationships. This role in onsite at the client in Spring, Texas and the typical schedule is Monday-Friday, 8am-5pm CST (1 hour lunch).

REQUIRED SKILLS AND EXPERIENCE

• At least 4+ years of experience in a PM type role or relevant technical role
• In-depth experience/understanding of PC hardware (particularly CPUs & GPUs), firmware, and software
• Excellent communication (written and verbal) and resourcefulness for driving issues
• Strong organization skills (follow up skills, tracking, etc.)
• Proficient in MS Office suite, particularly Excel
• Previous experience with AMD products (CPUs, GPUs, and SoCs)
• CPU: Central Processing Unit
• GPU: Graphics Processing Unit
• SoC: System-on-chip (CPU, GPU, USB controllers, power circuits, memory; all on one chip)

NICE TO HAVE SKILLS AND EXPERIENCE

• Power BI experience Macros (Excel) experience
• Experience with HP PC devices
• Previous HPI or HPE experience

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