Contract Implementation Representative (Spanish and English)

Job description

Introduction
The Client Innovation Center Zagreb in Croatia is one of the strategic IBM Centers for global delivery of Technology Support Services to clients worldwide. Our teams deliver extraordinary client experience and ensure that client businesses are moving forward by combining skills and our best technical solutions with client needs.
The center is located in the City Plaza complex, reachable easily by public transportation and offering a variety of content including cafes, restaurants, shops as well as a fitness center and kindergarten.

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 Role and Responsibilities
The Contract Implementation Representative provides support in the process of implementation of HW Maintenance contracts. Part of implementation process which is supported by Contract Implementation team mainly consists of accurate and timely contract documentation check and load in IBM systems making sure that IBM E2E Delivery process runs smoothly, and the clients are provided with the contracted services timely and within pre-defined SLAs.

The CI representative responsibilities include but are not limited to performing and coordinating variety of administrative and delivery tasks related to its customers or to IBM’s departments.
·  accurate and timely implementation of Maintenance contracts: CRS Maintenance contracts and Warranty Upgrade Service contracts (CRS = Committed Repair Service)
·  translation of specific contract content into IBM systems making sure that service level codes are correct and accurate
·  spare parts ordering making sure parts are available and in stock
·  provide support to EEH (Entitlement Exception Handling) team when it comes to CRS target change/extensions and L5 code adjustments
·  provide information and needed support to Customer Engineers, Delivery Managers, Project Managers, Offering Managers, Solution Planning teams and Opportunity Owners
·  Maintain the information about the customer’s contract and machine inventory
·  Coverage and Warranty expiration date
·  EOS Coverage
·  Work with all customer’s assets (IBM and Multi Vendors)
·  Communicate with different teams, departments
·  Take new actions within & across teams, to improve quality and share best practices
·  Verifying customer request and customer’s entitlement
·  Supporting all related parties regarding contractual requests
·  Other tasks as directed by team’s management
·  Cooperation with Procurement department
·  Manage and take ownership of escalated customer situations following defined management processes
·  Other contract management and service management activities
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Required Technical and Professional Expertise

·  Very good MS Office skills
·  Excellent communication skills
·  Excellent time management skills
·  Ability to prioritise work and deliver to tight deadlines
·  Client Focus
·  Team player
·  Excellent command of spoken and written skills of both English and Spanish language

Preferred Technical and Professional Expertise

·  Professional with a drive to succeed, who can directly and positively influence others to thrive as individual successful leaders in today’s competitive market
·  Problem solving with a high degree of analytical ability towards the business which assists in the process of identifying additional business opportunities and proposing and implementing process improvements
·  Positive approach to change and ability to promote new ideas/innovation
·  Highly motivated and looking for a challenge
·  Capable of learning new skills and retaining knowledge
·  Attentive to detail and taking ownership where required
·  Excellent time management skills
·  Knowledge of German, Italian or Portuguese language is an advantage