IBM
Position Concept
The Systems Services Representative - Technician (High Volume Environment) is primarily responsible for performing basic technical services for IBM customers including some or all of the following: element exchange, minor repair, depot or bench maintenance, equipment refurbish, installation, relocation, discontinuance, upgrade and modification, etc. Services are typically performed in a high volume environment with access to exchangeable units and parts requiring minimum, if any, problem determination activity. Services may be directed by a service call management process or be performed as part of a team.
Possesses a basic operational knowledge of personal computers, printers and/or associated devices. The individual must be able to recognize and understand the functional and operational use of signal and power cables. The position requires basic electrical and mechanical aptitudes, and the ability to properly use common hand tools. Both written and spoken communication skills are a position requirement, including the ability to follow written or spoken directions and to provide information in a clear and concise manner.
Skills – Environment:
- Applies basic technical training, experience and knowledge to assist customers and perform assigned workload.
- Demonstrates required proficiency in basic technical skills required for this position.
Communication/Negotiation:
- Maintains business like communications, conduct and appearance, and otherwise demonstrates a courteous, positive and professional attitude at all times.
- Communicates with IBM management and/or team members on a timely basis to inform regarding status of work, of potential or existing problems, and to seek advice and assistance.
- Receives assistance and direction from more experienced personnel on hardware maintenance and/or IMAC services activities.
Problem Solving:
- Delivers basic technical services to IBM customers including some or all of the following: element exchange, minor repair, depot or bench maintenance, equipment refurbish, installation, relocation, discontinuance and modification, etc. Makes appropriate use of reference publications, support centers and diagnostic aids.
- With assistance as necessary, performs basic equipment maintenance and/or IMAC services activities, following detailed instructions using existing techniques and tools.
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Position Concept
The Systems Services Representative - System (High Volume Environment) is primarily responsible for performing a full workload of technical services for IBM customers with accountability for customer satisfaction with the services provided. Services include some or all of the following: on-site maintenance and repair, system reconfiguration, element exchange, depot or bench maintenance, equipment refurbish, installation, discontinuance, relocation, upgrade and modification, etc. Services are typically performed in a high volume environment with access to maintenance parts and exchangeable units. Performs basic problem determination, repair and/or IMAC activities using standard techniques, service aids and resources. Require assistance at times from support resources to carry out complex or difficult service activities. Services may be directed by a service call management process or be performed as part of a team.
Possesses an operational knowledge of work stations, personal computers, printers, point of sale devices and their common attachments, including local area network (LAN) connectivity. The individual must possess an operational knowledge of DOS/WINDOWS and other basic operating systems, system diagnostics and local/remote support structure. The position requires a general understanding of the relationships between microcode, operating system and application programs. A knowledge of basic system concepts and system configuration, serial/parallel port structure, expanded/extended memory, etc. is also required. The position requires a basic knowledge of electronics, a mechanical aptitude, and the ability to properly use test equipment and hand tools. Both written and spoken communication skills are a position requirement, as is the ability to follow written or spoken directions and to provide information in a clear and concise manner.
Skills – Environment:
- Applies technical training, experience and knowledge to assist customers and perform assigned workload.
- Demonstrates required proficiency in technical skills required for this position.
Communication/Negotiation:
- Maintains business like communications, conduct and appearance, and otherwise demonstrates a courteous, positive and professional attitude at all times.
- Communicates with IBM management and/or team members on a timely basis to inform regarding status of work, of potential or existing problems, and to seek advice and assistance.
- Requires assistance from more experienced personnel on more complex hardware maintenance and/or IMAC services activities.
Contribution/Leadership:
- Using established procedures and/or instructions, works on tasks individually or as a part of a team.
- Operates territory efficiently and/or performs technical services in a complete, quality and timely manner to meet customer commitments and minimize disruptions to the customer's operation. With assistance, plans, prioritizes and schedules work to meet or exceed customer satisfaction objectives.
- Learns the mission of their unit and helps in the identification of IBM services business opportunities when appropriate.
Problem Solving:
- Performs a full workload and delivers a range of technical services to IBM customers including some or all of the following: element exchange, minor repair, depot or bench maintenance, equipment refurbish, installation, relocation, discontinuance and modification, etc. - Makes appropriate use of reference publications, support centers and diagnostic aids.
- Performs equipment maintenance and/or IMAC services activities, generally following detailed instructions, using existing techniques and tools.
- Performs problem determination utilizing the standard maintenance package, diagnostics, reference documentation and service aids in identifying routine problems.
- Makes the necessary repairs and/or parts replacement, verifies correct operation and communicates repair status to the customer.
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Position Concept
The Systems Services Representative - Support (High Volume Environment) is primarily responsible for performing a full workload of complex technical services for IBM customers with complete responsibility for customer satisfaction with the services provided. Services include some or all of the following: on-site maintenance and repair, system/network reconfiguration, system/network installation, discontinuance, relocation, upgrade and modification, etc. Services are performed in a high volume environment with access to maintenance parts. Performs complex problem determination and repair activities using techniques that go beyond the standard maintenance package. Seldom requires assistance from support resources to carry out complex or difficult service activities. Demonstrates leadership in innovative problem resolution techniques. Provides support and assistance to others. Typically, this position includes team leader and/or project coordination responsibilities in addition to the customer responsibilities. Services may be directed by a service call management process or be performed as part of a team.
Possesses an extensive knowledge of complex workstations, personal computers, basic servers, printers, point of sale devices and their attachments, including LAN and WAN connectivity, hubs and routers. The individual must possess a strong operational knowledge of WINDOWS, NT, and/or AIX operating systems, common application programs, system diagnostics and local/remote support structure. The position requires a thorough understanding of the relationships between microcode, operating system and application programs. A knowledge of system configuration options using autoexec.bat and config.sys files, serial/parallel port structure, expanded/extended memory management, etc. is also required. The position requires a comprehensive knowledge of electronics, good mechanical aptitude, and the ability to properly use support-level tools and test equipment. Both written and spoken communication skills are a position requirement, as is the ability to provide information and direction to others in a clear and concise manner.
Skills – Environment:
- Applies specialized technical training, experience and knowledge to assist customers.
- Demonstrates required proficiency in general technical skills and specific product/systems/services skills for this position.
Communication/Negotiation:
- Maintains businesslike communications, conduct and appearance, and otherwise demonstrates a courteous, positive and professional attitude at all times.
- Communicates with IBM management and/or team members on a timely basis to inform regarding status of work, of potential or existing problems, and to seek advice and assistance.
- May require assistance from more experienced personnel on more complex hardware maintenance and/or IMAC services activities.
- Provides assistance to others with less experience.
- Works with others to exchange general business and customer technical information.
Problem Solving:
- Performs a full workload of complex technical services to IBM customers including on-site maintenance and repair, equipment relocation, discontinuance and modification, system/network reconfiguration and installation planning.
- Makes appropriate use of reference publications, support centers and diagnostic aids.
- Performs problem determination utilizing the standard maintenance package, diagnostics, reference documentation, service aids, tools and test equipment . Diagnoses equipment malfunctions. Corrects failures in IBM and selected non-IBM equipment by making necessary repairs and/or parts replacement, verifies correct operation and communicates repair status to the customer. Makes appropriate use of reference publications, support centers and diagnostic aids. Uses applications such as HONE, RETAIN and Electronic Customer Support (ECS) to effect problem resolution.
- With assistance as necessary, analyzes problems in the areas of hardware/software installation, migration and operational services using existing techniques and tools.
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Position Concept
The Systems Services Representative - Specialist (High Volume Environment) is responsible for performing complex technical services for IBM customers with complete responsibility for customer satisfaction with the services provided. Provides technical and operational leadership, support and assistance for the service office. May also provide technical support and assistance across the region on designated products. The position requires exceptional expertise in technical, service cell and customer situation management. Develops new techniques to improve technical and operational efficiencies in the service office. Provides on-the-job training, develops/conducts seminars and classes, develops and distributes technical tips and service aids. Provides an expert field technical interface to engineering and technical operations regarding product improvements, design defects, service aids, parts support, etc. Provides technical and operational input and support to IBM management regarding skills development and utilization, measurements and reporting, customer situations, parts usage and logistics, technical and operational performance, etc. Performs complex problem determination and repair activities from the application program upward, using techniques that go beyond the standard maintenance package. May be required to perform desktop/server software install & configuration. Demonstrates leadership across all facets of the field technical job. This position may also include specific team leader and/or project coordination responsibilities.
Possesses expert knowledge of complex work stations, personal computers, basic servers, printers, point of sale devices and their attachments, including LAN and WAN connectivity, hubs and routers. The individual must possess a strong operational knowledge of WINDOWS, NT and/or AIX operating systems, application programs, system diagnostics and remote support structure. The position requires a complete understanding of the relationships between microcode, operating system and application programs. Expert knowledge of system configuration options, serial/parallel port structure, expanded/extended memory management, network connectivity is also required. The position requires a comprehensive knowledge of electronics, excellent mechanical skills, and the ability to properly use support-level tools and test equipment. Both written and spoken communication skills are a significant position requirement, as is the ability to provide information and direction to others in a clear and concise manner. The individual must also possess unmistakable leadership skills and be so recognized by the service office.
Skills – Environment:
- Assist in customer presentations as required.
- Monitor product and account performance; implement programs to correct undesired trends or problems prior to impact on customers.
- Monitor alerts/"crit sits" and RETAIN situations that may require assistance.
- Assist management in the review of maintenance agreement and services proposals.
- Actively support management decisions and support high employee morale.
- Be willing to travel, accept call-outs, and provide timely assistance.
Communication/Negotiation:
- Provide effective remote support to SSRs. Provide tips; service aids; improved diagnostic procedures. Actively use the support centers, service planning and product engineering when appropriate.
- Effectively communicate both orally and in writing with customers, IBM management, peers, SSRs as needed.
- Provide technical advice and guidance to management.
- Communicate with service office management on a specific SSR's technical performance when the issue is not resolved one on one.
Problem Solving:
- Be proficient in the use of support tools and test equipment.
- Demonstrate superior diagnostic ability. Consistently exhibit the ability to resolve problems beyond the product's maintenance package.
- Demonstrate technical curiosity; seek additional information to expand own technical skills.
- Provide service planning and/or product engineering feedback on assigned products and/or maintenance packages.
- Develop and coordinate complex IMAC rollouts.
- Design PM plans that support a specific customer's usage pattern to minimize unscheduled maintenance.
- Develop/modify parts stocking strategies to support unique requirements.
- Provide training to lesser skilled SSRs on territory management; diagnostic techniques; use of test equipment; maintenance packages; error logs, etc.
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Position Concept
The SSR - Product Support Specialist is an appointed position and candidates are required to demonstrate their abilities through a qualification process. The qualification requirements have been divided into six major categories with an equal weight for each.
The Top Gun is a restricted designation within the SSR - Product Support Specialist position and is applicable to both High Volume and Enterprise Environments. Classification to this designation is based on an appointment process only. The qualification requirements have been divided into six major categories with an equal weight for each.
The Top Gun designation is intended to represent selected technical talent of the field service delivery team. Individuals so designated play an integral role in many service delivery support processes and work in partnership with the product's service planning, product engineering and critical situation project office groups. It is expected that the Top Gun will not have assigned customer or territory workload; they will keep their product technical skills current through providing on-site assistance to other Product Support Specialists and SSRs on difficult problems, product specific support programs and scheduled mentoring/skills transfer activities.
The SSR- Product Support Specialist is support trained on selected products as required, and utilizes advanced training, experience and technical skill to provide project coordination, manage technical assistance, conduct seminars, and perform on-the-job training to optimize service delivery and product performance across the service office.
Candidates for this position must achieve a highly skilled level in all six areas to receive qualifications consideration. The categories are: proficiency on assigned products and account management, support structure utilization, communications and teaching skills, data analysis, technical programs, leadership / attitude / reliability / availability.
Skills – Environment:
- Assist marketing and service in customer presentations as required.
- Provide recommendations for future products.
- Pro-actively monitor product and account performance and implement effective programs to correct undesired trends. The key to effective implementation is to react to the issues before the customer detects a problem.
- Regularly monitor alerts/"crit sits" and RETAIN situations that may require your assistance.
- Assist management in the review of maintenance agreement and complex proposals.
- Actively support management in all decisions. Actively support high morale.
- Effectively multiplex time and effort to successfully manage difficult customer situations and prevent escalation.
- Be willing to travel, accept call-outs, and provide timely assistance.
- Relate management business decisions to the day to day operations of assigned function and implement changes to ensure success.
Communication/Negotiation:
- Perform account management review with defined action plans to improve. Upon completion of an account review, clearly communicate with the account team the corrective actions that should be taken to resolve all issues.
- Provide effective remote support to SSRs. Provide tips; service aids; improved diagnostic procedures. Actively use the support centers, service planning and product engineering when it is appropriate. Effective use should be recognized by all appropriate functions.
- Effectively communicate both orally and in writing with customers, IBM management, peers, SSRs as needed. Communications may include account management issues, product management issues, support issues, SSR technical issues, etc.
- Author management memos or letters that can be sent to service planning/product engineering/district management, etc. as applicable.
- Provide technical advice and guidance to management.
- Clearly communicate with service office management on a specific SSR's technical performance when the issue is not resolved one on one.
Problem Solving:
- Be proficient in the use of support tools and test equipment.
- Demonstrate superior diagnostic ability. Consistently exhibit the ability to resolve problems beyond the product's maintenance package.
- Demonstrate technical curiosity; seek additional information to expand own technical skills.
- Provide service planning and/or product engineering feedback on assigned products and/or maintenance packages.
- Develop and coordinate complex IMAC rollouts.
- Design PM plans that support a specific customer's usage pattern to minimize unscheduled maintenance.
- Develop/modify parts stocking strategies to support unique requirements.
- Provide training to lesser skilled SSRs on territory management; diagnostic techniques; use of test equipment; maintenance packages; error logs, etc.
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Position Concept
The Systems Services Representative - Product (Enterprise Environment) is primarily responsible to assist in post sale maintenance of IBM and other vendor equipment at IBM customer locations. Learns to act as a technical interface to customers for hardware support and the delivery of operational services as required by the customer. Learns to perform technical service and/or post sale support for hardware. Assists in services activities including systems assurance, installation team, account management, basic problem determination, discontinuance and relocation for IBM and non-IBM systems. Using established and varied techniques and procedures, learns to perform basic problem determination and problem solving to resolve customer hardware and software operational situations.
Possesses the knowledge and training necessary to perform as an electronics technician prior to becoming an SSR. The position requires a comprehensive knowledge of electronics, good mechanical aptitude, and the ability to properly use tools and test equipment. Both written and spoken communication skills are a position requirement, as is the ability to follow written or spoken directions and to provide information to others in a clear and concise manner.
Skills – Environment:
- Applies technical training, experience and knowledge to assist customers and perform assigned workload. Demonstrates required proficiency in technical skills required for this position.
Communication/Negotiation:
- Maintains businesslike communications, conduct and appearance, and otherwise demonstrates a courteous, positive and professional attitude at all times. Communicates with IBM management and/or team members on a timely basis to inform regarding status of work, of potential or existing problems, and to seek advice and assistance. Receives assistance and direction from more experienced personnel on hardware maintenance and/or IMAC services activities.
Problem Solving:
- Delivers a range of technical services to IBM customers including some or all of the following: minor repair, product maintenance, equipment refurbish, installation, relocation, discontinuance and modification, etc. Makes appropriate use of reference publications, support centers and diagnostic aids.
- With assistance as necessary, performs basic equipment maintenance and/or IMAC services activities, following detailed instructions, using existing techniques and tools.
- Performs basic problem determination utilizing the standard maintenance package, diagnostics, reference documentation and service aids in identifying routine problems. Makes the necessary repairs and/or parts replacement, verifies correct operation and communicates repair status to the customer.
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Position Concept
The Systems Services Representative - Entry (Enterprise Environment) is primarily responsible to perform post sale maintenance and services for IBM and other vendor equipment at IBM customer locations. Acts as a technical interface to customers for hardware support and the delivery of operational services as required by the customer. Performs technical service and/or post sale support for hardware. Performs services activities including systems assurance, installation team, account management, basic problem determination, discontinuance and relocation for IBM and non-IBM systems. Using established and varied techniques and procedures, performs problem determination and problem solving to resolve customer hardware and software operational situations.
Possesses the knowledge and training necessary to perform as an electronics technician prior to becoming an SSR. The position requires a comprehensive knowledge of electronics, good mechanical aptitude, and the ability to properly use tools and test equipment. Both written and spoken communication skills are a position requirement, as is the ability to follow written or spoken directions and to provide information to others in a clear and concise manner.
Skills – Environment:
- Applies specialized technical training, experience and knowledge to assist customers.
- Demonstrates required proficiency in general technical skills and specific product/systems/services skills for this position.
Communication/Negotiation:
- Maintains businesslike communications, conduct and appearance, and otherwise demonstrates a courteous, positive and professional attitude at all times.
- Communicates with IBM management and/or team members on a timely basis to inform regarding status of work, of potential or existing problems, and to seek advice and assistance.
- May require assistance from more experienced personnel on more complex hardware maintenance and/or IMAC services activities.
- Provides assistance to others with less experience.
- Works with others to exchange general business and customer technical information.
Problem Solving:
- Performs a full workload of complex technical services to IBM customers including on-site maintenance and repair, equipment relocation, discontinuance and modification, system/network reconfiguration and installation planning. Makes appropriate use of reference publications, support centers and diagnostic aids.
- Performs problem determination utilizing the standard maintenance package, diagnostics, reference documentation, services aids, tools and test equipment . Diagnoses equipment malfunctions. Corrects failures in IBM and selected non-IBM equipment by making necessary repairs and/or parts replacement, verifies correct operation and communicates repair status to the customer. Makes appropriate use of reference publications, support centers and diagnostic aids. Uses applications such as HONE, RETAIN and Electronic Customer Support (ECS) to effect problem resolution.
- With assistance as necessary, analyzes problems in the areas of hardware/software installation, migration and operational services using existing techniques and tools.
- May challenge the validity of and make recommendations for improving the processes and procedures used for services delivery.
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Position Concept
The Systems Services Representative - Base (Enterprise Environment) is primarily responsible for performance of post sale maintenance of IBM and other vendor hardware and software at customer locations. Is assigned to accounts for system support, and acts as a technical interface to customers for hardware and software support and for the delivery of services as required by the customer. Will spend a majority of his or her time working on hardware related issues using problem analysis and problem solving skills for the identification and resolution of hardware situations in the customer environment. May assist in the resolution of software and operational situations, as well as perform services activities including systems assurance, installation planning, account management, systems-level problem determination, discontinuance and relocation of IBM and non-IBM systems and products.
In general, assumes responsibility for developing positive relationships with customer management and staff to ensure a high level of overall customer satisfaction in all assigned accounts. Specifically, is accountable to ensure a high level of customer satisfaction with maintenance service delivery, technical support and operational services.
Has a significant understanding of and is able to articulate IBM's technical support delivery methodology, particularly as it relates to base and enhanced support. Responsible for the technical value relationship by providing technical expertise to protect revenue base and generate new services business.
Skills – Environment:
- Applies specialized technical training, experience and knowledge to assist customers in the post sale support of IBM systems and equipment.
- Demonstrates required proficiency in system-level technical skills for this position.
Communication/Negotiation:
- Demonstrates system-level technical and operational leadership as it applies to customer situations with assigned maintenance and services workload. Handles customer situations with a high level of sensitivity to customer needs, independently takes appropriate actions, and seeks assistance as required. Informs IBM management of developments and otherwise is accountable for customer satisfaction with the services provided.
- Has awareness of and informs customers of basic solutions and services alternatives; i.e. network management, performance and tuning and capacity planning for customer platforms.
- Challenges the validity of and makes recommendations for improving the processes and procedures used for services delivery.
Problem Solving:
- Performs a full workload of complex system-level technical services to IBM customers including on-site maintenance and repair, equipment relocation, discontinuance and modification, system/network reconfiguration and installation planning. - Diagnoses complex system and machine malfunctions. Corrects failures in IBM and selected non-IBM equipment by making necessary repairs using specialized tools and test equipment. Makes appropriate use of reference publications, support centers and diagnostic aids. Utilizes diagnostic aids for software problem determination/problem source identification.
- Uses applications such as HONE, RETAIN and Electronic Customer Support (ECS) to effect problem resolution.
- Uses technical knowledge to analyze complex system-level problems in the areas of hardware/software installation, migration, and operational services using existing techniques and specialized tools.
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Position Concept
The Systems Services Representative - Account (Enterprise Environment) is primarily responsible for the post sale maintenance of IBM and other vendor hardware and software in customer accounts. Is assigned account-level responsibilities to provide accounts with total account systems support. Acts as the primary technical interface to customers for hardware and software technical and operational support, and for the delivery of services as required by the customer. Uses advanced technical expertise to conduct problem analysis and problem solving to identify and resolve complex system-level hardware, software and/or operational situations across the customer account. Provides technical assistance and account management advice to less experienced personnel. Plans for and executes hardware services activities and assists in software services activities including systems assurance, installation planning, account management, systems-level problem determination, installations, discontinuance, relocation, diagnosis, etc. for IBM and non-IBM systems.
Acts as the local technical expert for complex hardware situations.
In general, assumes the responsibility for developing positive relationships with customer management and staff to ensure a high level of overall customer satisfaction in all assigned accounts. Specifically, ensures a high level of customer satisfaction with IBM technical support and operational services for the customer account(s).
Has a thorough understanding of and is able to articulate IBM's technical support strategy, particularly as it relates to base and enhanced support. Responsible for the technical value relationship by providing expertise to protect revenue base and identify new services opportunities.
Skills – Environment:
- Applies advanced training, experience and in-depth systems and account management knowledge to assist customers in the post sale support of IBM and selected other vendor systems and equipment.
- Demonstrates required proficiency in system-level technical support and account management skills for this position.
Communication/Negotiation:
- Demonstrates system-level technical, operational and account management leadership as it applies to customer situations with maintenance and services workload at assigned IBM account(s). Handles customer situations with a high level of sensitivity to customer needs, independently takes appropriate actions, and seeks assistance as required. Informs IBM management of developments and otherwise is accountable for customer satisfaction with the services provided.
- Gives technical advice to less experienced personnel on hardware, software, operational and account management services activities.
Problem Solving:
- Performs a full workload of complex system-level technical services to IBM customers including on-site maintenance and repair, equipment relocation, discontinuance and modification, system/network management, system/network reconfiguration and installation planning. - Diagnoses complex systems malfunctions. Corrects failures in IBM and selected non-IBM equipment by making necessary repairs using specialized and state-of-the-art tools and test equipment. Makes appropriate use of reference publications and support centers. Utilized diagnostic aids for software problem determination/problem source identification. Uses applications such as HONE, RETAIN and Electronic Customer Support (ECS) to effect problem resolution. - Recognizes, then initiates and directs, the resolution of hardware and software problems. Invokes and utilizes IBM support structure as appropriate. - Analyzes problems in the areas of hardware/software installation, migration and operational services using existing techniques and tools. - Provides solutions and services alternatives to customers; i.e. system/network management, performance, tuning and capacity planning for complex customer platforms across the assigned account(s). - Challenges the validity of and recommends improvements in the technical processes and procedures used for services delivery.
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