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location(s) korea - seoul
title sam ii
requisition id 76485br
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. and works with the account team on potential sales opportunities, identifies, informs.presents all open cases and details regarding upcoming events.and implementation of all mss related changes, including changes related to cusotmer requests,
maanges and coordinates the processing, field change order (fco) and reconfigurations, communication.facilitates and ensures effective communication of all technical queries and problem resolution from the cusotmer to corporate resources,
identifies.to customer management, presents, as necessary.acts as emc mss ambassador to the customer and as the customer\'s representative within emc. microcode status,
develops and maintains global or geographical account information leveraging local assistance: equipment portfolio, inst, configurations.ensures suitable leevls of serivce personnel and activity during problem resolution at all locations. approval,
participates in the planning, and implementation of approved change management requests.provides consolidated executive level summary information in the form of reprots on all serivce related account matters globally.must demonstrate strong leadership during a crisis.individual will provide detail reporting and trending using all of the mss services tools. nurtures customer relatoinship and acts as a sales enabler to drive re-purchase loyalty toward emc equipment and software. ensures compliance levels are met globally in accordance with all maintneance contracted service level agreements.participates in root cause analysis reviews including incident and problem management activities.the individual ensures maximum correlation betewen customer requirements and emc services to strive toward delivering consistent service levels by excedeing customer expecattions.
maanges all commrecial aspcets of the service maintenance conrtact relationship with the customer.
manages proejcts to inculde mechnaical replaecments whcih invloves data migrtaions between the instlaled harwdare. reports proejct status using ms project.coordinates and drives change management process for the customer as well as ensures emc\'s process is executed against properly.
prepares and presents field change order (fco) and emc technical advisory (eta) materials to the account team and customer, eg- details on upgrade and execution plans.
attends review meetings with customer\'s operational personnel and management team.
maintains high level of awareness of service issues effecting the emc product environment including proactive problem avoidance behavior and maintenance practices. overall mss related responsibility of the account worldwide as applicable. the amp should also include any geographical coverage and geographical support plans.
maintains awareness of all complex service matters including technical solutions implementations and activities. individual leverages the support of local and corporate resources in managing and attaining a high level of customer satisfaction. facilitates all mss related activities with emc account team and local mss resource(s) to make certain all customer needs and expectations are met.
principal duties and responsibilities
reinforces mss presence and support to ensure consistent service delivery and communication to the customer and emc.the individual will also be responsible for analyzing the data and provide detailed recommendations based on the data presented.the amp should include an escalation path and processes, client organizational charts as well as service and support best practices. documents action items, and timeline of events during a break/fix customer impact event; drives corrective action plan, assigned owners.
develops a joint account management plan (amp) and executes against that plan in conjunction with technical solutions and account team.
