Hardwatre Escalation SupportThe Field Device Desk / Partner Device Desk role is focused on providing warranty escalation and exception support to our Surface Field Sellers and/or Authorized Device Reseller Partners. This is a small team who receives escalations through multiple incident management systems. The team members will work directly with our business partners in the CREW/Product Group organization for authorization of exceptions falling outside of normal agent approval policies. Resources on this team are required to have a deep understanding of Surface Device warranty and offering policies. Understanding the end to end reverse logistics process is also essential for this role; understanding how device replacement works from service order through the supply chain process into our warranty management systems. Responsibilities include:Coordination of warranty updates and exceptions through collaborating with the CREW(product group) leads and Warranty teamTriaging and managing communication, status and execution of exception requestsProviding guidance to the field around warranty and service order processEngaging with external reseller partners to provide end customer warranty support.Partner with the field to engage end customer as necessary to deliver messaging, process, and policy guidanceIdentifying and escalating systemic issues to CREW leads that impact customer and partner experience Skills required:Strong communications – spoken and writtenCustomer service focus skillsCritical thinkingProblem solvingTime management and issue prioritization