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Your Role And Responsibilities As a System Services Representative for zSystem, you will be responsible for on-site installation, maintenance, and repair of Mainframe series equipment, as well as performing services activities such as Technical Delivery Assessment and account management. You will also support problem source identification and resolve incidents to the satisfaction of the customer. Your primary responsibilities will include:

• Install and Maintain Equipment: Perform on-site installation, maintenance, and repair of Mainframe series equipment, ensuring timely and effective delivery of services.
• Provide Technical Support: Support problem source identification related to installation, update, configuration, operations, or performance, and resolve incidents to the satisfaction of the customer.
• Collaborate with Support Centers: Constantly collaborate with professionals in different support centers and business units to achieve high-quality problem resolutions and provide an outstanding IBM service for clients.
• Manage Client Relationships: Ensure a high level of client satisfaction with service delivery, technical support, and operational services for the client account(s), and manage critical situations until the problem is fixed.
• Advocate for IBM Strategy: Advocate for IBM's technical support strategy and protect revenue base by identifying new services opportunities.

Preferred Education Bachelor's Degree

Required Technical And Professional Expertise

• Mainframe Series Equipment: Exposure to installation, maintenance, and repair of Mainframe series equipment, including understanding of the technology, operating systems, and associated software.
• Technical Problem Resolution: Experience working with problem source identification related to installation, update, configuration, operations, or performance, and resolving incidents to the satisfaction of the customer.
• IT Service Delivery: Exposure to IT service delivery, including technical support, operational services, and account management, with a focus on ensuring high client satisfaction.
• Collaboration Tools: Experience working with collaboration tools, such as Cognitive Support Platform (Salesforce) and Watson Einstein Analytics, to drive automation and improve effectiveness of client operations.
• Digital Technical Certifications: Exposure to obtaining and maintaining Digital Technical Certifications, demonstrating proficiency in HW and SW solutions, and staying up-to-date with industry developments.