EMC 易安信电脑系统（中国）有限公司招聘Account Service Representative

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EMC 易安信电脑系统（中国）有限公司
•        公司行业：IT
•        公司性质：外资
公司简介:
公司概况
信息是一家公司最重要的资产。EMC 提供了帮助您利用这一资产的工具。凭着我们的系统、软件、服务和解决方案，我们能够与您一道为您的公司打造一个综合性的信息基础架构。
我们帮助客户设计、构建和管理智能、灵活而且安全的信息基础架构。这些基础架构形成了多用途的基础，在此基础上，企业可以实施他们的信息生命周期战略，加强其关键信息资产的安全性，利用其内容实现竞争优势，自动化其数据中心操作，减少用电及冷却成本等等。
利用信息基础架构，您可以避免潜在的严重风险，降低信息管理所产生的巨大成本，同时又能充分利用信息的价值来实现业务优势。
招聘职位 :
Title: Account Service Representative
•        工作性质：全职
•        工作地点：上海
•        招聘人数：1
•        发布日期：2009-09-04
•        截至日期：2009-10-04
Responsibility:

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.



Technical Functions

-          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 Functions

-          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.



Qualifications



-          Communication skills.

-          Ability to multi-task.

-          Ability to work independently.

-          Ability to work in a team environment.

-          Organizational skills.

-           Presentation skills.

-           Leadership Skills.

联系方式
电子邮件：
            上海job_e-china@emc.com

备注：申请职位请在邮件主题中注明申请职位名称及城市。