Within the family there is a range of technical and managerial customer on-site functions. The family of jobs is focused on managing the onsite delivering of software services, pre-sales, post-sales or service delivery support, installation and configuration for customer environments. The jobs solve various business systems, networking and applications problems for standard industry servers, specialized or complex clustered environments. Deliver reactive and proactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty. Provides direct post-sales systems on site technical support for reactive and proactive customers. Each position maintains a high level of customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs and ensuring that they are met. Jobs are responsible for company Total Customer Experience as well as the revenue growth, profitability, and account retention.
Management Level Definition:
Unique mastery and recognized authority on relevant subject matter knowledge including technologies, theories and techniques. Contributes to the development of innovative principles and ideas. Successfully operates in the most complex disciplines, in which the company must operate to be successful. Provides highly innovative solutions. Leads large, cross-division functional teams or projects that affect the organization's long-term goals and objectives. May participate in cross-division, multi-function teams. Provides mentoring and guidance to lower level employees. Routinely exercises independent judgment in developing methods, techniques and criteria for achieving objectives. Develops strategy and sets functional policy and direction. Acts as a functional manager within area of expertise but does not manage other employees as a primary job function.
Responsibilities:
- Apply deep and broad technical background and knowledge of industry trends to operate critical or high-risk technology areas/customer groups.
- Integrate technical knowledge and business understanding to create solutions for customers.
- Mentor/consult with team members, other organizations, customers, and vendors on the most complex issues.
- Resolve technical and business incidents independently. Mentor/assist less-experienced team members on complex incidents
- Provide expert consulting on a specific technology, application, service offering or market segment.
- Deliver strategic account support through proactively maintaining high-level technical, operational expertise and understanding of industry trends.
- Anticipate, understand, and position the perception of system problems and deliver service needs at different management and functional levels.
- Lead Mission Critical delivery team in planning, delivering, and managing complex support Design, deliver, and manage delivery of industry specific solutions.
- Maintain high-level expertise in area of focus and stay abreast of future technology directions
- Create and deliver Value Based Delivery (VBD) plans for assigned accounts.
- Lead Customer Expectation management as part of escalation process.
- Consult with executive customer management to achieve IT operations excellence.
- Contribute to tasks outside normal Mission Critical Support Specialist/Mission Critical account support or geographic (district or country) scope.
- Analyze the customer's business, organization, and information systems needs.
- Develop and grow assigned customer account relationships with complex and strategic accounts.
- Act as trusted advisor in the consultant role for customer and the company's sales teams.
- Anticipate, understand, and position the perception of system problems and deliver service needs at different management and functional levels.
- Lead Mission Critical delivery team in planning, delivering, and managing complex support Design, deliver, and manage delivery of industry specific solutions.
- Maintain high-level expertise in area of focus and stay abreast of future technology directions.
- Create and deliver Value Based Delivery (VBD) plans for assigned accounts.
- Lead Customer Expectation management as part of escalation process.
- Consult with executive customer management to achieve IT operations excellence.
- Contribute to tasks outside normal Mission Critical Support Specialist/Mission Critical account support or geographic (district or country) scope.
Education and Experience Required:
- Bachelor's degree preferred or Associate degree holder (technical field) with 8+years working experience in related fields desired.
Knowledge and Skills:
- In-depth knowledge of company and industry standard networked computing environments, operating systems, and applications.
- Broad knowledge of corporate policies, products, markets and processes, as well as an understanding of business management principles and practices.
- Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends.
- State-of-the-art technical, functional or business knowledge.
- Expert in one or more industry or advanced specialty areas.
- Anticipate Customer needs, develop proposed solutions, and build consensus with customer key decision makers.
- Capable of consulting with Customers for process design, development and implementation.
- Thorough understanding of change management process and procedures.
- Expert skills in project management, analysis, communication, presentation, innovation and negotiation .
- Delivery expertise in at least two or more specific specialty skills. Eg. (ITIL, performance, Change management).
- Mission Critical and ITIL certifications.
- Certified in a strategic business direction (e.g. SAN, SAP, OpenView, ITIL), certification tied to the company's key business strategies with associated revenue.