System Services Representative Grand Rapids Michigan

IBM; Town of Lansing (NY); Sur place; USD 65 000 - 95 000; Plein temps

Résumé du poste

International Business Machines Corporation in New York state is recruiting an on-site field technician responsible for installation, maintenance and repair of IBM Power systems and other vendor equipment. You will be the primary technical interface for clients during onsite tasks.

You will perform preventive maintenance, basic configuration, and service activities, while protecting revenue and identifying service opportunities.

Responsabilités

• Install and maintain IBM Power system equipment on-site.
• Provide technical support to identify incidents and advise resolutions.
• Collaborate with cross‑center teams to deliver high‑quality resolutions.
• Manage client relationships and ensure satisfaction with service delivery.
• Update certifications and keep skills current with Digital Technical Certifications and Soft Skills trainings.

Connaissances

On-site installation

Hardware maintenance

Customer service

Outils

Power systems hardware

Description du poste

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 can 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.

Your primary responsibilities will include:

• Install and Maintain Equipment: Perform on-site installation, maintenance, and repair of IBM Power system equipment, ensuring timely and effective delivery of services.
• Provide Technical Support: Support problem source identification, resolve incidents, and advise on potential resolutions and their implementation to ensure client satisfaction.
• Collaborate with Teams: Work with professionals in different support centers and business units to achieve high-quality problem resolutions and provide outstanding IBM service to clients.
• Manage Client Relationships: Ensure a high level of client satisfaction with service delivery, technical support, and operational services for client accounts.
• Update Technical Certifications: Demonstrate proficiency in HW and SW solutions by constantly updating Digital Technical Certifications and Soft Skills trainings.