Dell SAM I in Jeddah, Saudi Arabia

Job Description:

General Summary

Provides focus and drives consistency in the execution of all Maintenance Support Services-MSS related matters to a strategic account/customer. Acts as EMC MSS ambassador to the customer and as the customer's representative within EMC. Individual leverages the support of local and corporate resources in managing and attaining a high level of customer satisfaction. Identifies, informs, and works with the account team on potential sales opportunities. Nurtures customer relationship and acts as a sales enabler to drive re-purchase loyalty toward EMC equipment and software. The individual ensures maximum correlation between customer requirements and EMC services to strive toward delivering consistent service levels by exceeding customer expectations. The Individual will be responsible for providing detail reporting and trending analysis using all MSS services tools.

Areas of Responsibility:

  • Ensures consistent communications between sales, TS as well as other MSS personnel. Also responsible for communication to the customer, Storage Administrators up to the Sr. Storage Director. Manages and coordinates the processing and implementation of all MSS changes, including changes related to customer requests, Field Change Order (FCO), EMC Technical Advisory (ETA), and reconfigurations. Maintains awareness of all service matters including Technical Solutions implementations and activities. Coordinates service activities with EMC account team and local MSS resource(s) to ensure all customer needs and expectations are met. Must have the ability to make sound judgment or decision during a major crisis. Functions as the single point-of-contact for service activities.

  • Documents and manages action items, assigned owners, and timeline of events during a break/fix customer impact event; drives corrective action plan. Participates in Root Cause Analysis including incident and problem management activities. Participates and leads highly technical escalation and management conference calls; assumes leadership role in providing case status updates to MSS management, account team and director level customers. Able to clearly articulate concerns and issues to the customer. Ensures EMC best practices and methodologies are adhered to on a consistent basis. May be called upon to assist with other MSS related activities.

  • Compiles and maintains account information; equipment portfolio, configurations, microcode status, installation dates, lease or purchase information, maintenance coverage levels, contracted coverage dates and renewal schedules. Conducts and leads MSS account review meetings with the customer. Account reviews will include open case load trending and measurements of EMC SLAs. Identifies, facilitates and ensures effective communication of all technical queries and problem resolution from the customer to corporate resources. Ensures suitable levels of service personnel and activity during problem resolution at all locations. Manages installations, upgrades and servicing of all EMC equipment in conjunction with local MSS staff at all locations of assigned customer. May also be requested to function as a Project Manager rolling out internal MSS initiatives ensuring customer expectations are met/exceeded.

  • Manages all commercial aspects of the service maintenance contract relationship with the customer. Ensures compliance levels are met in accordance with all maintenance contracted service level agreements.

  • Attends regular review meetings with customer's operational personnel team. Presents all open cases and details regarding upcoming events. Participates in the planning, approval, and implementation of approved change management requests. Coordinates and drives change management process for the customer as well as ensures EMC's processes is executed against.

  • Develops a joint Account Management Plan (AMP) and execute against that plan in conjunction with Technical Solutions and account team. Maintains high level of awareness of service issues effecting the EMC product environment including proactive problem avoidance behavior and maintenance practices.

  • Prepares and presents Field Change Order (FCO) and EMC Technical Advisory (ETA) materials to the account team and customer. Provides consolidated information in the form of reports on all service related account activity.

  • Develops a joint Account Management Plan (AMP) and is responsible for executing against that plan in conjunction with Technical Solutions and Account Team. The AMP plan must include Escalation path and Processes, EMC Client Organizational charts and service. The AMP must also support best practices. Responsible for maintaining a high level of awareness of all service issues effecting the EMC product environment including proactive problem avoidance behavior and maintenance practices. Prepares and presents Field Change Order (FCO) and EMC Technical Advisory (ETA) materials to the account team and customer. Provides consolidated information in the form of reports on all service related account activity, eg- details on upgrade and execution.

  • Crisis management skills. Assessment skills. Communication skills both written and verbal EMC Proven Professional Certification desired

Required Skills and Experience:

  • Organizational skills.

  • Possesses strong product/technology/industry knowledge.

  • Presentation skills.

  • Documents and manages action items, assigned owners, and timeline of events during a break/fix customer impact event; drives corrective action plan. Participates in Root Cause Analysis including incident and problem management activities. Participates and leads highly technical escalation and management conference calls; assumes leadership role in providing case status updates to MSS management, account team and director level customers. Able to clearly articulate concerns and issues to the customer. Ensures EMC best practices and methodologies are adhered to on a consistent basis. May be called upon to assist with other MSS related activities.

0

  • Conflict resolution skills

EMC Values:

When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities-all to create a compelling and rewarding work environment.

Critical Hiring Criteria:

Functional Area(s):

Technical Support

Business:

EMC COPS

Business Unit:

200 - STORAGE CORPORATE

Location:

Saudi Arabia - Jeddah

AutoReqId:

177347BR