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Technology Services Manager (TSM) - Round Rock

Company: Dell
Location: Round Rock
Posted on: May 18, 2019

Job Description:

Job Title: Technology Service Management 'TSM' Advisor
Competitive salary

Location: Round Rock

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can t wait for you to discover this for yourself as a TSM Advisor on our Technology Services Management team in Round Rock.

Dell customers expect great things from both our products and our services. Account Services Management is all about managing and overseeing seamless service delivery processes. It s a hugely varied field of work. Processes range from incident management to change management, from configuration management to customer management. The team makes sure disputes and technical issues are resolved. We also provide excellent communication to the customer around every activity from the tactical to the strategic.

Key Responsibilities
Relationship:

  • Proactively connect with customers to maximize the value of their investment in Dell products and services throughout the end to end customer lifecycle. The TSM manages the account and is the customer s advocate.
  • Acts as single point of contact for all support requirements as they pertain to the assigned customers environment
  • Ensures effective ownership, communication, coordination, and facilitation of support service activities between the Customer and support teams, account teams, field service personnel, and customers Prevention:
    • Requires a general understanding of and technical competence in data center technologies. A working knowledge in at least one of the following: Windows, Linux, VMware, EMC, Compellent, EqualLogic, blade technology and networking is essential
    • Develops and coordinates proactive maintenance initiatives based on industry best practices and statistical data trends Optimization:
      • Identifies and leads continuous improvement activities in support of customer or internal business processes Support:
        • Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and managed effectively Collaboration:
          • Compiles, analyzes and interprets statistical data and trends relating to service level and operational effectivenessEssential Requirements
            • Ability to effectively interact and communicate with Senior Executive level personnel
            • Excellent presentation, communications, and interpersonal skills
            • 2+ years enterprise experience with data center technologies such as Windows, Linux, VMware, EMC, Compellent, EqualLogic, blade technology and networking Desirable Requirements
              • B.S. Degree in Information Systems, Computer Science or equivalent experience
              • IT business process certifications (ITIL, Six Sigma, PMP, etc.)
              • Technical certifications (MCSE, CCNA, Server+, etc.)
              • 2+ years troubleshooting complex technical issues
              • 2+ years IT infrastructure deployment experience
              • 2+ years IT project management experience utilizing an accredited framework
              • 2+ years vendor and maintenance management experience
              • 2+ years data center management experienceBenefits
                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.

                If you re ready to play a key role at the heart of outstanding account services, this is your opportunity to develop with Dell.

                Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here .

                Associated topics: call center manager, customer service manager, customer service team manager, director, gerente de servicio, management experience, monitor, operations, supervisor, team manager

Keywords: Dell, Austin , Technology Services Manager (TSM) - Round Rock, Executive , Round Rock, Texas

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