Rob Nichols
About Rob Nichols
Rob Nichols is an Escalation Team Manager at 1E, where he has worked since 2021. He has extensive experience in technical support and escalation management, having held various roles at 1E and previously at Fujitsu.
Current Role at 1E
Rob Nichols serves as the Escalation Team Manager at 1E, a position he has held since 2021. In this role, he manages a global team of software support escalation engineers located in both the UK and the USA. He is responsible for handling technical and political escalations from various internal and external stakeholders. Under his leadership, the team consistently achieves a customer satisfaction rate exceeding 97%, demonstrating a commitment to effective support and resolution.
Previous Experience at 1E
Prior to his current role, Rob Nichols held several positions at 1E. He worked as a Software Support Escalation Engineer from 2010 to 2021, followed by a role as Software Support Technical Team Lead from 2013 to 2021. His tenure at 1E began in 2007 when he joined as a Support Engineer, serving until 2010. His extensive experience at 1E spans over a decade, during which he developed a deep understanding of software support processes and customer engagement.
Experience at Fujitsu
Before joining 1E, Rob Nichols worked at Fujitsu from 2005 to 2007 as a RIM. His role involved managing technical issues and escalations, contributing to his expertise in handling complex support scenarios. This experience provided him with a solid foundation in technical support and customer relations.
Education and Expertise
Rob Nichols studied at Leeds Metropolitan University from 1998 to 2001, where he earned a Bachelor of Science (BSc) degree in Electronics, Media, and Communications. This educational background equipped him with the technical knowledge necessary for his roles in software support and escalation management.