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. They 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 accounts. 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 IBMs technical support strategy. They are responsible for the technical value relationship to protect the revenue base and identify new services opportunities.
Role Responsibilities:
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.
On-site technical interface to clients for the completion of onsite tasks. They 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 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 accounts. They have a thorough understanding of and are able to articulate IBMs technical support strategy. They are responsible for the technical relationship to protect the revenue base and identify new services opportunities.
Additional Responsibilities:
SSRs 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. They interact with customers with their strong interpersonal skills and give accurate estimations within reason on active work orders Product Services.
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