System Services Representative Grand Rapids Michigan

About the Role

As a System Services Representative at IBM, you will serve as the primary technical interface to clients, coordinating hardware and software support while delivering operational services. This role is crucial in ensuring customer satisfaction through exceptional technical support. You will advise clients on preventive maintenance, configuration, operation, and environmental factors that can significantly impact product performance and the overall IT operation of the client. Your responsibilities will include addressing client needs efficiently and effectively, ensuring seamless operational services, and contributing to the smooth functioning of systems and infrastructure. In this position, you will be at the forefront of driving customer satisfaction by providing exceptional technical support. You will coordinate both hardware and software support to meet client requirements, ensuring that all operational services are delivered effectively. Your role will involve on-site installation, maintenance, and repair activities for IBM and multi-vendor systems and components, requiring effective communication, problem-solving skills, teamwork, and adaptability. You will be expected to maintain a high level of professionalism and technical expertise to support our clients effectively. IBM Systems is dedicated to helping IT leaders think differently about their infrastructure. Our systems are designed to understand, reason, and learn, enabling our clients to innovate while avoiding IT issues. As a System Services Representative, you will play a pivotal role in this mission, contributing to the development of leading-edge technology portfolios optimized for cloud computing and cognitive business.

Key Responsibilities

• Perform on-site installation, maintenance, and repair of IBM Power system equipment, ensuring timely and effective delivery of services.
• Support problem source identification, resolve incidents, and advise on potential resolutions and their implementation to ensure client satisfaction.
• Work with professionals in different support centers and business units to achieve high-quality problem resolutions and provide outstanding IBM service to clients.
• Ensure a high level of client satisfaction with service delivery, technical support, and operational services for client accounts.
• Update Digital Technical Certifications and Soft Skills trainings.
• 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.
• Serve as the onsite technical interface to clients for the completion of onsite tasks.
• Deliver 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.
• Ensure a high level of client satisfaction with service delivery, technical support, and operational services for the client account(s).
• Articulate IBM's technical support strategy.
• Maintain the technical relationship to protect the revenue base and identify new services opportunities.
• 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.
• Interact with customers with strong interpersonal skills.
• Give accurate estimations, within reason, on active work orders.
• Performs multiple repetitive tasks or multi-step processes.

Requirements & Tech Stack

• Previous experience coordinating hardware and/or software support for clients, ensuring a seamless resolution process.
• Experienced in on-site installation, maintenance, and repair activities for IBM and multi-vendor systems and components.
• Effective communication skills.
• Strong problem-solving abilities.
• Teamwork and adaptability.
• Reliable Vehicle.
• Serve as the primary technical interface, coordinating hardware and software support to meet client requirements.
• Play a pivotal role in delivering operational services, contributing to the smooth functioning of systems and infrastructure.
• Familiarity with IT Service Management principles and practices, including problem determination, incident resolution, and service delivery.
• Experience working with various operating systems.
• Exposure to technical delivery assessment methodologies and tools, including installation planning and account management.
• Familiarity with IBM Power system equipment, including installation, maintenance, and repair procedures.
• Experience with IBM tools, such as Cognitive Support Platform (Salesforce) and Watson Einstein Analytics.
• Basic understanding of general electric and information technology engineering concepts, including installation, customization, operation, recovery, and tuning.
• Possession of Digital Technical Certifications, with the ability to constantly update and maintain proficiency in HW and SW solutions.

Qualifications

• Associate's Degree/College Diploma