Job Summary:
IBM is seeking a Service Support Representative to provide on-site installation, maintenance, and repair of high-volume commercial products. The role involves ensuring client satisfaction through technical support and operational services while managing the technical relationship and identifying new service opportunities.
Responsibilities:
• 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.
• the onsite technical interface to clients for the completion of onsite tasks.
• deliver the services as required by the client.
• 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.
• accountable to ensure a high level of client satisfaction with service delivery, technical support, and operational services for the client account(s).
• thorough understanding of, and are able to articulate, IBM's technical support strategy.
• responsible for the technical relationship to protect the revenue base and identify new services opportunities.
• 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).
• maintain a complete and accurate customer record on the Cognitive Support Platform and other relevant tools, and interact with customers with strong interpersonal skills, and give accurate estimations, within reason, on active work orders Product Services.
Qualifications:
Required:
• Exposure to Hardware and Software Solutions: Familiarity with installation, customization, operation, recovery, tuning, and information technology engineering for high-volume commercial products, such as Lenovo PC and Apple.
• Basic Understanding of Operating Systems: Knowledge of operating systems, associated software, functions, and capabilities of machines to support problem source identification and incident resolution.
• Experience Working with Technical Tools: Familiarity with tools such as Cognitive Support Platform (Salesforce) and Watson Einstein Analytics to drive automation and improve effectiveness of client operations.
• Exposure to IT Service Delivery: Understanding of IT service delivery, technical support, and operational services to ensure high client satisfaction.
• Familiarity with Digital Technical Certifications: Basic understanding of the importance of maintaining up-to-date Digital Technical Certifications to demonstrate proficiency in HW and SW solutions.
• Must be self-motivated
• Must be located in Amarillo - Lubbock area.
• Have experience in Customer Service & Customer Interaction
• Have experience with both IBM and OEM computer equipment
• Can demonstrate mechanical aptitude, and given the appropriate tools follow instructions to perform repairs or replacement of computer equipment using the instructions of a hardware maintenance manual.
• Is Comfortable and demonstrated ability in working with and using various tools (e.g. laptop, screwdriver, pry tool, needle nose pliers, wrench) to complete necessary installation, maintenance, or repair task
• Problem solving skills
• Must have dependable transportation, ability to lift 40 lbs. to chest height and climb a ladder to 10'.
• Candidate must reside in the NW Texas area Lubbock to Amarillo, TX.
Preferred:
• Familiarity with Hybrid Cloud: Exposure to onsite Infrastructure Services, maintenance, and consultancy for Hybrid Cloud client environments.
• Knowledge of Soft Skills: Basic understanding of verbal and written communication, teamwork and collaboration, emotional intelligence, and critical thinking to provide outstanding IBM service for clients.
• Understanding of Technical Support Strategy: Familiarity with IBM's technical support strategy to advocate for and protect the revenue base and identify new services opportunities.
Company:
IBM provides technology and consulting, including software, infrastructure systems, and cloud-based solutions. Founded in 1911, the company is headquartered in Armonk, USA, with a team of 10001+ employees. The company is currently Late Stage.