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Offers “IBM”

days ago IBM

Customer Service/Service Parts Operations (SPO) MVS

  • Internship
  • Guadalajara, MEXICO
  • Project / Product management

Job description

SME / Individual Responsible to supporting our IBM Offering team by providing parts logistics related bid proposal costing and execution support for our IBM and consigned clients to implement the overall maintenance service philosophy for Multi-Vendor family of products, and to ensure consistent service direction for all products of that family that will drive customer satisfaction while achieving financial targets. MVS family of products will include but not limited to Dell, HP, Fujitsu and Oracle Servers, EMC and HP Storage.

Successful candidate will lead US service parts implementation, stocking, logistics transportation and execution for client and field delivery with strong linkage into MVS and Consigned Clients and IBM Project Management support teams. Individual will require extensive client experience and supplier management experience. Interface between Client and IBM service delivery and all other functions/divisions regarding service matters associated with the product family. Incorporate updates and revisions as necessary to ensure that service philosophy is consistent with the current technology and maintenance environment. Maintain a constant awareness of the validity of current service philosophy by leading client serviceability reviews and product performance analysis data. Explains intent of service strategy to all affected locations to ensure full understanding and proper implementation. Interface with Global Service Planning and US Service Parts Operations to ensure that design development is consistent with the overall service philosophy. Acts as consultant for client and service delivery management for assigned product family. Exchanges information, expert technology advice and opinions concerning the product family and overall service philosophy. Maintains awareness of the assigned platform financial performance and assures all elements of the service delivery process is optimized for lowest cost, and highest service delivery quality and customer satisfaction. Assume additional responsibilities as assigned.

The individual in this role collects regional/geography needs and requirements for Multi-Vendor service parts and equipment. Validates Service Delivery Plans, including parts planning, education, service documentation (support kits). Initiate skills transfer. Tracks Hardware Product support performances, including parts consumption and delivery. Identifies and resolves weaknesses in parts logistics such as skills (education), tools and facilities, support processes, service plans. May be involved in special bids to validate business opportunity. Monitors and reports geography results in order to promote Best of Breed practices. The employee guides functional objectives or technologies.

Skills:
Excellent English verbal and written communication skills
Good problem solving and negotiation skills
Self motivated and fast learner
Take ownership of assignments and complete in the agreed time frame

Environment:
Professional knowledge related to incumbent's function/business unit and its processes.

Communication/Negotiation:
Advise other professionals. Effectively utilize group dynamics. Negotiate to define approaches and goals.

Problem Solving:
Recognize complex problems related to functional objectives. Analyze situations and implement solutions, or develop new system elements, procedures or processes. Creativity and judgment applied to developmental work on different projects within the business environment.

Contribution/Leadership:

Provides ongoing technical /operational guidance to lead professional work teams or conducts special projects. Understand department/ functional mission and vision. Defines and decides objectives within specified business concept or project and may have responsibility for tools and assigned resources. Utilizes expertise to directly influence people outside department or function. Sometimes no precedent exists.

Impact on Business/Scope:

Accountable for department results and for activities and/or projects involving multi-functional teams. Regularly participates in overall functional program planning. Activities are subject to business measurements, impact customer satisfaction, and impact project costs, cost recovery or expenses.

Requirements:
3 Years' Experience interfacing with Clients
1 Year Experience in parts logistics, tracking and reporting
Experience working with 3PL suppliers
High School Diploma or Equivalent

Preferred:
5 Years' Experience - MVSS Supplier Management and Relationships
5 Years' Experience – Client Interfacing and Relationship Experience
1 Year Experience in developing a Bid Proposal
MVS and/or MVSS Delivery Experience of Dell, HP, EMC, Fujitsu, Oracle Servers & Storage equipment

Englis: Fluent

Auto req ID

320600BR
Required Education

Bachelor's Degree
Role ( Job Role )

Customer Service Representative
State / Province

JALISCO
Primary job category

Technical Specialist
Company

(0178) IBM Servicios Profesionales, S. de R. L. de C.V.
Contract type

Regular
Employment Type

Full-Time
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

GTS
Preferred Education

Bachelor's Degree
City / Township / Village

Guadalajara
Being You @ IBM

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

3 Years' Experience interfacing with Clients
1 Year Experience in parts logistics, tracking and reporting
Experience working with 3PL suppliers
High School Diploma or Equivalent

English: Fluent
Country/Region

Mexico
Preferred Technical and Professional Experience

5 Years' Experience - MVSS Supplier Management and Relationships
5 Years' Experience – Client Interfacing and Relationship Experience
1 Year Experience in developing a Bid Proposal
MVS and/or MVSS Delivery Experience of Dell, HP, EMC, Fujitsu, Oracle Servers & Storage equipment

English: Fluent
Secondary Job Category

Technical Services Specialist
Eligibility Requirements

Requirements:
3 Years' Experience interfacing with Clients
1 Year Experience in parts logistics, tracking and reporting
Experience working with 3PL suppliers
High School Diploma or Equivalent

Position Type

Early Professional
Early Professional Track

Industry Early Professional
Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.
New Collar Role

No
Introduction

Client satisfaction will be your ultimate goal in this role. As a customer service representative, you will be on the front line serving our customers. You'll be the technical resource and point person interacting with clients, vendors, and senior management, to identify and resolve complex technical problems. If solving problems and helping others succeed excites you, let's talk!
Your Life @ IBM

What matters to you when you're looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.
About Business Unit

At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!
About IBM

IBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.