Service Excellence

How DELL EMC Services Helps Customers on Their Journey to Transformation

Mary Cay Kosten By Mary Cay Kosten Senior Vice President, Dell EMC Customer Support Services June 6, 2017

Earlier in May, I once again attended our annual customer event Dell EMC World where the theme was “Realize Your Digital Future.”  This event was bigger and better than ever and I had many conversations with customers, partners and analysts about how services can help customers realize their path to transformation by driving the rapid adoption and optimization of transformational technologies such as digital. If you were unable to attend the event in person, this video takes you on a tour of our Services booth so you can see firsthand what we shared with attendees.

Learn more about ProSupport Services and take a closer look at key tools and technologies like MyService360™, Support Assist, and Secure Remote Services that help customers work smarter and be more proactive and predictive.


Mary Cay Kosten

About Mary Cay Kosten

Senior Vice President, Dell EMC Customer Support Services

Mary Cay Kosten is Senior Vice President, Dell EMC Customer Support Services. Mary Cay leads a team of more than 7,000 professionals that service Dell EMC’s global customer base. Mary Cay is responsible for creating and driving Dell EMC's customer service strategy and programs spanning remote support, field service, product installation and repair, proactive maintenance, logistics, repair, escalation, and service account management.

Kosten has over 30 years of experience in service and supplier management, with a proven track record in building outstanding service delivery organizations. Prior to joining EMC, she was vice president of global customer services delivery for Oracle/Sun Microsystems, responsible for delivering all elements of Sun’s support services.

Under her leadership, Sun achieved the prestigious J.D. Power Certified Technology Service and Support (CTSS) Award for “An Outstanding Customer Service Experience,” the TSIA Award for Excellence in Service Operations, and was inducted into the STAR Awards Hall of Fame.

Kosten is a 2008 recipient of the Denver Business Journal’s Outstanding Women in Business (High Tech and Telecommunications) Award and a 2006 recipient of the Silicon Valley YWCA Tribute to Women and Industry (TWIN) Award. She also is on the steering committee for TSIA’s Women in Services community of interest.

She holds an MS degree in systems management from the University of Southern California and a BS in marketing from the University of West Florida.

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