System Services Representative

This role is a contributor responsible for the on-site installation, maintenance, and repair of systems and components from IBM and various other vendors, including hardware, networking products, software, and operating systems. They constitute the primary technical interface of clients for the coordination of hardware and/or software support and the provision of operational services necessary for the client. They advise clients on preventative maintenance, configuration, operation and environmental factors that may affect product performance or impede the client's IT operation. They may also perform service activities such as systems assurance, installation planning, accounting management, system-level problem determination, discontinuation, and relocation of IBM and non-IBM systems and products. They are responsible for ensuring a high level of customer satisfaction with the delivery of services, technical support and operational services for customer accounts. When critical situations occur, they will be IBM's technical interface with customers and will manage the situation until the problem is resolved. They have a thorough understanding of IBM's technical support strategy and can articulate it. They are responsible for the technical value relationship to protect the revenue base and identify new service opportunities.