Customer Service/Service Parts Operations (SPO) ALM

Job description

Seeking a highly motivated individual as an IBM Technology Support Services Delivery team focal to engage as the single point of contact and Service Support Representative (SSR) advocate covering all major US IBM and non-IBM platforms primarily related to the service parts stocked in the US network and a variety of inventory outside locations, including customer environments. The position requires direct contact with Technology Support Services field operations, service delivery planning, the Service Parts Operations (SPO) Control Tower and Planning operations, external suppliers and all levels of management in these organizations. Experience and knowledge of the US Service Parts Operations and its objectives in support of parts planning, stocking and logistics preferred.

Perform administrative tasks including but not limited to the following:
·  Review ALERTS, email, Slack or phone inquiries submitted by the Service Delivery team and/or the National Duty Manager to assist with and/or investigate a part logistics transportation issue or a parts availability issue for open service events which may require escalation
·  Investigate Central Distribution Center (CDC) or Forward Stocking Location (FSL) part incidents such as heavyweight pick up of a part, lack of confirmation of the estimated delivery time and carrier tracking detail, missing return labels, etc.
·  Work with Global SPO Planning team and/or Service Delivery Planning team to investigate constrained or out of stock parts for a current service incident; may also include propose a stocking level in a local FSL or an inventory outside location (OL).
·  Investigate quality and/or mixed stock occurrences; if quality issue, engage the product Service Planning Representative (SPR) to determine if a Distribution Stock Action (DSA) is warranted or work with the SPO Control Tower if logistics related.
·  Keep Service Delivery Manager and Technical Support Manager aware of new programs or changes which may be driven by Department of Transportation (DOT) on parts deemed hazardous (includes battery shipment violations and education), inform them of FSL moves and closings, General Data Protection Regulation (GDPR) changes, etc.
·  Engage the National Parts Administration Center (NPAC) as necessary to investigate and resolve parts reconciliation related issues.
·  Answer general questions such as provide Part Number (PN) details like vitality code, last time it was ordered, average demand, local stocking levels, etc.
·  Assist Service Delivery Management in assessing monthly office order codes and client parts delivery time misses to help determine if stocking changes are necessary to meet same day delivery requirements.
·  Manage Drop Point (DP) combination changes and communicate the changes to external UPS suppliers.
·  Investigate FSL move impacts (distance, travel time, safety of area) and communicate the requested move to the local Service Delivery team to determine if IBM agrees to the move.
·  Review the US Service Parts Operations homepage website for necessary adds, deletes and changes.
·  Provide communication of proper business controls, audit controls and high levels of customer satisfaction adhering to closed-loop-process management.
·  Possess ability to adapt and manage an evolving client situation, critical situations and peak periods of delivery throughout the year.
·  Effectively communicate with supporting team members and management regarding maintenance parts delivery requirements and impacts on behalf of the US Service Parts Operations.
Skills:
Excellent English verbal and written communication skills, strong problem solving skills, ability to multitask, self-motivated, fast learner, knowledge of US geography, and ability to perform analytical assessment of part order related activity.

Environment:
Professional knowledge related to incumbent's function/business unit and its processes.

Communication/Negotiation:
Advise other professionals. Effectively utilize group dynamics. Negotiate to define approaches and goals.

Problem Solving:
Recognize complex problems related to functional objectives. Analyze situations and implement solutions, or develop new system elements, procedures or processes. Creativity and judgment applied to developmental work on different projects within the business environment.

Contribution/Leadership:
Provides ongoing technical /operational guidance to lead professional work teams or conducts special projects. Understand department/ functional mission and vision. Defines and decides objectives within specified business concept or project and may have responsibility for tools. Utilizes expertise to directly influence people outside department or function. Sometimes no precedent exists.

Impact on Business/Scope:
Accountable for department results and for activities and/or projects involving multi-functional teams. Regularly participates in overall functional program planning. Activities are subject to business measurements, impact customer satisfaction, and impact project costs or expenses.

Required:

High School Diploma/GED
At least 4 years experience in Apply Communication Skills, written and oral
At least 2 years experience in Apply Analytical Skills
At least 2 years experience in Use Problem Solving Techniques
At least 2 years experience in Apply Knowledge of United States geography, regions, states and major cities

English: Fluent

Auto req ID

320597BR
Required Education

Bachelor's Degree
Role ( Job Role )

Customer Service Representative
State / Province

JALISCO
Primary job category

Technical Specialist
Company

(0178) IBM Servicios Profesionales, S. de R. L. de C.V.
Contract type

Regular
Employment Type

Full-Time
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

GTS
Preferred Education

Bachelor's Degree
City / Township / Village

Guadalajara
Being You @ IBM

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. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

Seeking a highly motivated individual as an IBM Technology Support Services Delivery team focal to engage as the single point of contact and Service Support Representative (SSR) advocate covering all major US IBM and non-IBM platforms primarily related to the service parts stocked in the US network and a variety of inventory outside locations, including customer environments. The position requires direct contact with Technology Support Services field operations, service delivery planning, the Service Parts Operations (SPO) Control Tower and Planning operations, external suppliers and all levels of management in these organizations. Experience and knowledge of the US Service Parts Operations and its objectives in support of parts planning, stocking and logistics preferred.

English: Fluent
Country/Region

Mexico
Preferred Technical and Professional Experience

Perform administrative tasks including but not limited to the following:
·  Review ALERTS, email, Slack or phone inquiries submitted by the Service Delivery team and/or the National Duty Manager to assist with and/or investigate a part logistics transportation issue or a parts availability issue for open service events which may require escalation
·  Investigate Central Distribution Center (CDC) or Forward Stocking Location (FSL) part incidents such as heavyweight pick up of a part, lack of confirmation of the estimated delivery time and carrier tracking detail, missing return labels, etc.
·  Work with Global SPO Planning team and/or Service Delivery Planning team to investigate constrained or out of stock parts for a current service incident; may also include propose a stocking level in a local FSL or an inventory outside location (OL).
English: Fluent
Secondary Job Category

Technical Services Specialist
Eligibility Requirements

Required:
High School Diploma/GED
At least 4 years experience in Apply Communication Skills, written and oral
At least 2 years experience in Apply Analytical Skills
At least 2 years experience in Use Problem Solving Techniques
At least 2 years experience in Apply Knowledge of United States geography, regions, states and major cities
Readiness to travel 0% annually

English: Fluent
Position Type

Early Professional
Early Professional Track

Industry Early Professional
Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.
New Collar Role

No
Introduction

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 Life @ IBM

What matters to you when you’re looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.
About Business Unit

At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!
About IBM

IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.