Helps provide account management, maintenance/recovery support, and maintains Global Services internal system records for a given account or set of smaller, lower profile accounts. Works with team members, customers, and direct managers to serve as a customer representative within EMC.
PRINCIPAL DUTIES AND RESPONSIBILITIES
Facilitates the coordination and processing of service changes, 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.
Maintains high level awareness of open service requests for a given account/set of accounts; ensuring requests are on track, driven to closure, and meeting customer expectations. Ensures individual customer issues have the right focus and skilled resources assigned.
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. Helps to ensure that EMC and the customer execute against a defined plan. Collaborates to manage account information: product portfolio, configurations, microcode status, installation dates. They may also support 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.
Serves as key interface for maintenance support with customer. Attends technical and management conference calls with management. May provide status updates to customer, Global Services management and account team. Learns to understand the customers'' needs and helps develop appropriate action plan to meet those needs in conjunction with account team. Serves as escalation point for the customer regarding service related issues. Attends Global Services account review meetings with the customer. Aids in identifying, facilitating and ensuring effective communication of all service related queries and problem resolution from the customer to corporate resources. 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:
Limited knowledge data center operations and storage technology foundations. Prior experience as a Customer Engineer preferred. Reporting skills via various tools/applications (e.g. CAR, SYR, Brio, and Excel).
EMC Proven Professional Certification desired.
Must be willing to carry a communication device. Travel time and hours outside of traditional 9-5 work arrangement may be required.
Ability to multi-task.
Ability to work independently.
Ability to work in a team environment.
EMC - 22 months ago