The Technical Support Services (TSS) is a function of Global Technology Services GTS within IBM, offering various global services for LOGO and Multivendor products to customers to optimize the efficiency of their IT installations. TSS supports and maintains a wide range of products with Enhanced Support Options to keep customer's IT Systems up and running at Peak Performance while helping avoid problems before they occur.
Global Service Planner in this professional role would work with the product development teams and service delivery teams to enable and ensure a new product is serviceable and the global delivery teams are ready.
Main Responsibilities :
Review and evaluate product serviceability improvements;
Product lifecycle ownership of IBM logo products (software or hardware).
Establish control over the spare parts planning for existing and new products. Planning and coordination of the optimized onsite engineer visit approach.
Assess service costs;
Maintain, optimize, define and own processes; Constantly participates in process improvement initiatives.
Follow a consistent worldwide service strategy and ensure the fix delivery plan meets customer requirements;
Primary coordination role for all post-sale technical support items as well as for Product Life-Cycle
Liaison to the service delivery teams globally and locally;
Work with the local processes and resources to reliably implement the service delivery strategy;
Effectively and positively demonstrate the organizational mission, vision, values, goals, performance management, client satisfaction and action plans;
Execution of the project management activities, including overall project coordination, virtual team leadership to initiate, plan, control and execute the project tasks.
(This position will require working on US prime time).
Auto req ID
Role ( Job Role )
Service Planning Representative
State / Province
Primary job category
(0023) IBM Bulgaria Ltd.
Is this role a commissionable/sales incentive based position?
IBM Business Group
City / Township / Village
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
At least one year experience with one of the following hardware product lines: IBM Power, IBM Storage, IBM Mainframe
At least two years experience in communication / organizational skills, good negotiating skills/;
Ability to work in a global team environment as well as independently to prioritize and balance workload commitments within defined schedules;
Detail oriented and client focused;
Flexible; Able to work in changing conditions and with changing target dates;
Preferred Technical and Professional Experience
Knowledge and experience with IBM Operating System and hardware functional specifications;
Basic knowledge and clear understanding of HW/SW warranty vs. HW/SW maintenance.
Secondary Job Category
Other Product Services
Early Professional Track
Not Applicable - Professional Hire
For additional information about location requirements, please discuss with the recruiter following submission of your application.
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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!
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.