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 multiple repetitive tasks or multi-step processes. Skills:
Environment:
Expertise in one main activity (equipment, machine, operation, process steps). Awareness of work done by team members or interrelated activities.
Communication/Negotiation:
Exchanges job or activity related information through listening, clarification and understanding.
Problem Solving:
Use standard tools, techniques, procedures to identify routine problems, and select appropriate actions to solve problems. Structured analysis and interpretations may be required.
Contribution/Leadership:
Performs a variety of assigned tasks and works within well established procedures. Work is subject to general review. May provide practical assistance.
Impact on Business/Scope:
Accountable for individual results. Work output has immediate affects on work-team or department results.