Dell

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  www.dell.com
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Strategy without leadership

  • Comp & Benefits
  • Work/Life Balance
  • Senior Management
  • Culture & Values
  • Career Opportunities
Current Employee - Training Consultant in Plano, TX
Current Employee - Training Consultant in Plano, TX

I have been working at Dell full-time (more than 3 years)

Pros

High energy industry and company, great benefits and salary, smart people to work with.

Cons

Short term focused, lots of churn. Poor execution skills against a strategy.

Advice to ManagementAdvice

In this day of fast paced change, slow followers like Dell will die. You must learn to innovate and lead to survive.

Recommends
Neutral Outlook
No opinion of CEO

4033 Other Employee Reviews for Dell (View Most Recent)

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  1.  

    Large Company

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Account Executive in Chicago, IL
    Current Employee - Account Executive in Chicago, IL

    I have been working at Dell full-time (more than an year)

    Pros

    The AE role at Dell allows a significant amount of freedom and leeway to run your business how you would like. Decent pay - competitive with the industry.

    Cons

    Since Dell has drastically underperformed in the recent past, there is a negative atmosphere. Also, as the company is shrinking, the opportunity for professional growth is extremely limited.

    Doesn't Recommend
    Neutral Outlook
    Approves of CEO
  2.  

    Probably more like 3.5 stars

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Enterprise Tech Support in Austin, TX
    Current Employee - Enterprise Tech Support in Austin, TX

    I have been working at Dell full-time (more than an year)

    Pros

    Dell has lots of training and support to get up to speed. Decent entry level pay for Enterprise Support. Customer experience focused support that doesn't pressure you (too much) about call volume and gives you the flexibility to handle your cases without micro-managing you with scripts or hovering over your shoulder. Decent benefits including 5% 401k match. Encouragement from management to move to other groups/positions within the company (within reason) which could give a varied amount of experience. Tough to move out of the support area though unless you have engineering level education/certs. Dell will pay for cert test costs. Lots of smart people to work with and learn from. As far as tech support jobs go it seems pretty good compared to stories I have heard from people who came from other jobs but this was my first support position so nothing to compare to.

    Cons

    Getting up to speed is quite painful and especially painful if you have no tech support experience. More of a job related con than Dell but the issues below make it far more painful than it needs to be.

    Dell suffers from bureaucracy and red tape like many large organizations. Many times their heart is in the right place but execution is hit or miss and frustratingly slow. The effort and money is definitely there for the marketing aspects but they are somewhat lacking at providing the needed resources where the rubber meets the road (website, tools, agents on the phones). Tools are numerous, confusing and not always working. There is a disconnect between other parts of the org that don't understand what tech support (and the customers) need (like a robust, well designed web site and tools that work and aren't confusing). It shouldn't be a convoluted mess to update firmware for instance.

    Even though agents are not given everything they need to accomplish the job the expectation is still there to "delight" the customer. Dell has been trying to make a serious transition to a services based business but if Dell wants to be a world class services company like they say..there should be world class tools and website for agents/customers in place ahead of the marketing and advertising instead of proclaiming that they have it and letting the agents shoulder too much of the burdon in executing it. The job is stressful as it is so any unnecessary stress from lacking website and struggling with tools is aggrivating.

    I included in the Pros section that there is decent entry level pay but since I started the requirements for Enterprise positions has been changing to push agents to engineer level certs. Not sure if all groups are like this but I think it's an unrealistic expectation. The cert reqs they want would be nice for them as a marketing point to sell service contracts but doesn't jive with the pay. Anyone with engineering level certs/experience could make far more elsewhere which means hiring new people that meet these reqs will be difficult and retaining agents who reach that level will be equally difficult.

    Advice to ManagementAdvice

    Put your money where your mouth is and give agents the tools and infrastructure that will empower them to provide the world class support expected. The effeciency would translate to fewer and shorter calls and happier customers/agents.

    Recommends
    Neutral Outlook
    No opinion of CEO
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