This role is an individual contributor responsible for on-site
installation, maintenance and repair of IBM and multi-vendor systems and
components, including hardware, networking products, software and
operating systems.
They are the primary technical interface to clients
for the coordination of hardware and/or software support and delivery of
operational services as required by the client. They advise clients of
preventive maintenance, configuration, operation and environmental
factors which may impact product performance or impair client's IT
operation. They may also perform services activities such as systems
assurance, installation planning, account management, systems-level
problem determination, 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). 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 articulate, IBM's technical support strategy. They
are responsible for the technical value relationship to protect revenue
base and identify new services opportunities.The employee leads a
functional/business unit.
Job Title: Systems Services Representative
| Skills: Environment: Business unit, country, or international professional mastery related to operations, strategies, and objectives in leading edge or critical situations. Communication/Negotiation: Teamwork at highest levels. Plan and conduct complex negotiations reaching lasting agreements and commitments. Problem Solving: Anticipate, create and define innovative and visionary concepts in strategic environment. Contribution/Leadership: Develops and implements product, market, business, or technology strategies with executive review. Has vision of overall strategies. Contributes to policy making. Recognized as an expert and leader by members of a field, related functions, and multi -country organizations. Leads business unit, country, or international teams, conducts special projects, or manages functions or strategic departments. Impact on Business/Scope: Accountable for business unit, major country, or international projects or programs. Responsible for committing multiple resources and achieving customer satisfaction, cost, expense, revenue and other business measurements of critical importance. Responsible for quality output/value add for highly visible products, services and future business development. |
Required
|
Preferred
|
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