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Offers “IBM”

days ago IBM

Customer Service/Service Parts Operations (SPO) Parts Sales PM

  • Internship
  • Guadalajara, MEXICO
  • Sales

Job description

SME / Individual Responsible to lead our US Parts Sales, Warranty, Dealer and CRU (customer replaceable unit) service parts operations. Contribute to revenue plan by supporting the sales parts center on large order customer requests and develop parts sales campaign to generate higher sales opportunities and growth. Work directly with various lines of business and clients (specifically Lenovo) on parts sales and CRU related inquiries to understand how our process works, understand the available tools, develop interface connections and develop reporting working with IT and client teams.

Support our Sales and Offering teams on opportunities for large sales. Work directly with warranty claim dispute team and ensure accurate return part tracking procedures and documentation. Oversee our US Parts Sales call center team located in India, assist with parts pricing quotes, develop measurements, and be responsible for business controls and continuity supporting parts sales, claims and CRU. Provide back office support to Accounts Receivable disputes, billing, and customer master record updates.

Successful candidate will lead US Parts Sales, Warranty and CRU service parts business and must understand revenue flows including revenue reversal and disputes. Candidate must also develop relationships with procurement, service planning, parts planning, remote technical support call center and service parts operations.

Individual will require extensive client experience and call center management experience. Incorporate updates and revisions as necessary to ensure that service philosophy is consistent with the current technology and maintenance environment. Acts as consultant for our client teams to develop large revenue generating parts sales opportunities. Exchanges information, expert technology advice and opinions concerning the parts sales and CRU overall service philosophy. Maintains awareness of the financial performance and assures all elements of the process is optimized for lowest cost, and highest service delivery quality and customer satisfaction. Assume additional responsibilities as assigned.

Skills:
Excellent English verbal and written communication skills
Excellent problem solving and negotiation skills
Ability to analyze service parts sales and CRU related data sets and drive appropriate corrective actions
Self motivated and fast learner
Take ownership of the overall process including assignments and complete in the agreed time frame

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.
Assume additional responsibilities as assigned.

Contribution/Leadership:

Provides ongoing 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 and assigned resources. Utilizes expertise to directly influence people outside department or function. Sometimes no precedent exists.

Impact on Business/Scope:

Accountable for parts sales call center, CRU billing, CMR accrual and warranty claims 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, cost recovery or expenses.

Requirements:
2 Years' Experience interfacing with Clients
1 Year Experience in a call center environment
1 Year Experience in parts stocking, logistics, tracking and reporting
1 Year Experience in leading a team in a supervisory role
High School Diploma or Equivalent

Preferred:
5 Years' Experience – Client Interfacing and Relationship Experience
2 Years' Experience in Supervisory or Leadership over a call center

English: Fluent

Auto req ID

320598BR
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

2 Years' Experience interfacing with Clients
1 Year Experience in a call center environment
1 Year Experience in parts stocking, logistics, tracking and reporting
1 Year Experience in leading a team in a supervisory role
High School Diploma or Equivalent

English: Fluent
Country/Region

Mexico
Preferred Technical and Professional Experience

5 Years' Experience – Client Interfacing and Relationship Experience
2 Years' Experience in Supervisory or Leadership over a call center
English: Fluent
Secondary Job Category

Technical Services Specialist
Eligibility Requirements

Requirements:
2 Years' Experience interfacing with Clients
1 Year Experience in a call center environment
1 Year Experience in parts stocking, logistics, tracking and reporting
1 Year Experience in leading a team in a supervisory role
High School Diploma or Equivalent

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.