Introduction
System Services Representatives are the primary technical interface to clients for the coordination of hardware and software support and delivery of operational services. Sound pretty important? Absolutely! You will advise clients of preventive maintenance, configuration, operation and environmental factors which may drastically impact product performance or impair the client's IT operation.
Your role and responsibilities
Commercial & Consumer representatives act under the category of Support as a Service (SaaS) function. They are responsible for on-site installation, maintenance, and repair of high-volume commercial products, such as Lenovo PC and Apple. They may also perform services activities such as Technical Delivery Assessment, installation planning, account management, systems-level problem determination, discontinuance, and relocation of this equipment, and other customized project-based services. They are responsible to support problem source identification related to installation, update, configuration, operations, or performance, resolve incidents, advise on potential resolutions and their implementation, and implement determined suggestions to the satisfaction of the customer. This includes an understanding of the technology, operating systems, associated software, the functions, and capabilities of the machine. The individual should have knowledge in the areas of installation, customization, operation, recovery, tuning, and information technology engineering. These representatives use IBM tools, such as Cognitive Support Platform (Salesforce) and Watson Einstein Analytics, to drive automation and improve effectiveness of our client operations. They may also provide onsite Infrastructure Services, maintenance, and consultancy for Hybrid Cloud client environments. The employees in this job role need to demonstrate proficiency in the HW and SW solutions by constantly updating their Digital Technical Certifications. It is also important to keep up to date with Soft Skills trainings (verbal and written communication, teamwork and collaboration, emotional intelligence, critical thinking, etc.), in order to provide outstanding IBM service for our clients. They need to constantly collaborate with professionals in different support centers and business units to achieve high quality problem resolutions. They are accountable to ensure a high level of client satisfaction with service delivery, technical support, and operational services for the client account(s). When critical situations occur, they are the IBM technical interface to clients and manage the situation until the problem is fixed. They have a thorough understanding of, and are able to advocate for, IBM's technical support strategy. They are responsible for the technical value relationship to protect the revenue base and identify new services opportunities
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Required education
High School Diploma/GED
Preferred education
Associate's Degree/College Diploma
Required technical and professional expertise
This role is responsible for on-site installation, maintenance and repair of IBM, Multi-Vendor Systems (including the Support as a Service vendors, like Lenovo, NetApp, Teradata, Cisco, and others), and components, including hardware, networking products, and associated firmware. They are the onsite technical interface to clients for the completion of onsite tasks. They deliver the services as required by the client. They support clients with preventive maintenance, basic configuration, and perform service activities such as systems assurance, installation planning, account management, systems-level problem determination, and discontinuance and relocation of IBM and non-IBM systems and products. They are accountable to ensure a high level of client satisfaction with service delivery, technical support, and operational services for the client account(s). They have a thorough understanding of, and are able to articulate, IBM's technical support strategy. They are responsible for the technical relationship to protect the revenue base and identify new services opportunities. SSR's may assist in generating new leads that improve the client experience and result in new incremental revenue growth for IBM via the TSS Leads program (DNSO). They maintain a complete and accurate customer record on the Cognitive Support Platform and other relevant tools, and they interact with customers with their strong interpersonal skills, and they give accurate estimations, within reason, on active work orders Performs repetitive task or process. Skills:
Environment:
Minimal experience required.
Communication/Negotiation:
Receives information. Requires basic knowledge of language and math.
Problem solving:
Following directions and instructions. Refers problems to appropriate person.
Contribution/Leadership:
Works within well-established procedures that deal with repetitive routine work. Most work is reviewed.
Impact on Business/Scope:
Accountable for individual results. Work output has immediate affects on work-team or department results.
ABOUT BUSINESS UNIT
IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world's most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.
YOUR LIFE @ IBM
In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
ABOUT IBM
IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
OTHER RELEVANT JOB DETAILS
Supplemental 1 employees may be eligible for up to 8 paid holidays, minimum of 56 hours paid sick time and the IBM Employee Stock Purchase Plan. IBM offers paid family medical leave and disability benefits to eligible employees where required by applicable law.
This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.
We consider qualified applicants with criminal histories, consistent with applicable law.
IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.
The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.