Account Service Representative Job in Overland Park, Kansas US
Account Service Representative
GENERAL SUMMARY Provides account management, maintenance/recovery support, and maintains Global Services internal system records for a given account or set of accounts. Acts as EMC Global Services ambassador to the customer and as the customer's representative within EMC. PRINCIPAL DUTIES AND RESPONSIBILITIES Technical/Functional Focus: Responsible for project managing service change activities, including changes related to customer requests, product upgrades, FCOs, EMC Technical Advisory (ETA), and reconfigurations for assigned accounts. This includes EMC maintained, as well as ASP partner maintained products from EMC's portfolio. Ensure individual customer issues have the right focus and skilled resources assigned. Has overall visibility into all open service requests for a given account/set of accounts; ensuring requests are on track, driven to closure, and meeting customer expectations. Provides customer-facing Account Management Plan that may include, but not limited to; install base information, code levels, remote support, site messages, service history, and contract entitlement. Ensures that EMC and the customer execute against a defined plan. Oversees account information: product portfolio, configurations, microcode status, installation dates. They may also manage and track maintenance/warranty coverage status, contracted coverage dates and renewal schedules. Facilitates Root Cause Analysis evaluation process after a customer event; including engaging appropriate resources, and involvement with preparing and delivering RCA documents for the customer. May be called upon to act as a back up to the Service Manager or to provide team technical leadership on specific service activities. Customer Focus: Manages accounts that may include a range of EMC products. Serves as key interface for maintenance support with customer. Conducts technical and management conference calls with management; provides status updates to customer, Global Services management and account team. Understands the customers needs and develops appropriate action plan to meet those needs in conjunction with account team. Serves as primary point of contact for the customer regarding service related issues. Conducts and leads Global Services account review meetings with the customer. Identifies, facilitates and ensures effective communication of all service related queries and problem resolution from the customer to corporate resources. Ensures suitable levels of service personnel and activity during problem resolution at all assigned locations. Provides consolidated information in the form of reports on all service related account activity. Partners with customer to plan, coordinate, and schedule MSS work events. Ensure the appropriate EMC resource is assigned and that the resource has the information needed to complete the activity. Works with Triage team and MSS management to confirm the appropriate resources are assigned to the customer. Role Requirements / Recommendations: Knowledge of data center operations and storage technology foundations. Prior experience working as a Customer Engineer. Reporting skills via various tools/applications (e.g. CAR, SYR, Brio and Excel). Must be willing to carry a communication device. Travel time and hours outside of traditional 9-5 work arrangement may be required. EMC Proven Professional Certification desired. SKILLS Communication skills. Ability to multi-task. Ability to work independently. Ability to work in a team environment. Organizational skills. Presentation skills. Leadership Skills.