Customer Service Representative

Job ID GTS-0548978 Job type Full-time Complementary
Work country USA Position type Professional
Work city Seattle,WA Posted 23-Apr-2013
Travel 100% travel annually Job area Engineering (hardware)
Business group Global Technology Services Job category Technical Services
Business unit TSS Job role Customer Service Representative
Job role skillset General
Commissionable/Sales-Incentive jobs only No

Job description
This role is an individual contributor responsible for on-site installation, maintenance and repair of IBM and multi-vendor systems and components, including hardware, networking products, software and operating systems. They are the primary technical interface to customers for the coordination of hardware and/or software support and delivery of operational services as required by the customer. They advise customers of preventive maintenance, configuration, operation and environmental factors which may impact product performance or impair customer's IT operation. They may also perform services 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 customer satisfaction with Service delivery, technical support and operational services for the customer account(s). When critical situations occur, they are the IBM technical interface to customers and manage the situation until the problem is fixed. They have a thorough understanding of, and are able to articulate, IBM's technical support strategy. They are responsible for the technical value relationship to protect revenue base and identify new services opportunities.

Required
* High School Diploma/GED
* Basic knowledge in Hardware Technical
* Readiness to travel 100% travel annually
* U.S. citizenship required
* English: Fluent

Preferred
* At least 6 months experience in Hardware Technical

 
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.