Introduction

　　The Client Innovation Center Zagreb is one of the strategic IBM Centers for global delivery of Technology Support Services to clients worldwide. Our teams deliver extraordinary client experience and ensure that client businesses are moving forward by combining skills and our best technical solutions with client needs.

　　The center is located in the City Plaza complex, reachable easily by public transportation and offering a variety of content including cafes, restaurants, shops as well as a fitness center and kindergarten.

　　Client satisfaction will be your ultimate goal in this role. As a customer service representative, you will be on the front line serving our customers. You'll be the technical resource and point person interacting with clients, vendors, and senior management, to identify and resolve complex technical problems. If solving problems and helping others succeed excites you, let's talk!

　　Your Role and Responsibilities

　　The Contract Implementation Representative provides support in the process of implementation of HW Maintenance contracts. Part of implementation process which is supported by Contract Implementation team mainly consists of accurate and timely contract documentation check and load in IBM systems making sure that IBM E2E Delivery process runs smoothly, and the clients are provided with the contracted services timely and within pre-defined SLAs.

　　The CI representative responsibilities include but are not limited to performing and coordinating variety of administrative and delivery tasks related to its customers or to IBM's departments.

　　accurate and timely implementation of Maintenance contracts: CRS Maintenance contracts and Warranty Upgrade Service contracts (CRS = Committed Repair Service)

　　translation of specific contract content into IBM systems making sure that service level codes are correct and accurate

　　spare parts ordering making sure parts are available and in stock

　　provide support to EEH (Entitlement Exception Handling) team when it comes to CRS target change/extensions and L5 code adjustments

　　provide information and needed support to Customer Engineers, Delivery Managers, Project Managers, Offering Managers, Solution Planning teams and Opportunity Owners

　　Maintain the information about the customer's contract and machine inventory

　　Coverage and Warranty expiration date

　　EOS Coverage

　　Work with all customer's assets (IBM and Multi Vendors)

　　Communicate with different teams, departments

　　Take new actions within & across teams, to improve quality and share best practices

　　Verifying customer request and customer's entitlement

　　Supporting all related parties regarding contractual requests

　　Other tasks as directed by team's management

　　Cooperation with Procurement department

　　Manage and take ownership of escalated customer situations following defined management processes

　　Other contract management and service management activities

　　#GTSBGHR21

　　Required Technical and Professional Expertise

　　Very good MS Office skills

　　Excellent communication skills

　　Excellent time management skills

　　Ability to prioritise work and deliver to tight deadlines

　　Client Focus

　　Team player

　　Excellent command of spoken and written skills of both English and Spanish language

　　Preferred Technical and Professional Expertise

　　Professional with a drive to succeed, who can directly and positively influence others to thrive as individual successful leaders in today's competitive market

　　Problem solving with a high degree of analytical ability towards the business which assists in the process of identifying additional business opportunities and proposing and implementing process improvements

　　Positive approach to change and ability to promote new ideas/innovation

　　Highly motivated and looking for a challenge

　　Capable of learning new skills and retaining knowledge

　　Attentive to detail and taking ownership where required

　　Excellent time management skills

　　Knowledge of German, Italian or Portuguese language is an advantage

　　About Business UnitIBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world's most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.

　　Your Life @ IBMIn a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

　　Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

　　Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

　　Are you ready to be an IBMer?

　　About IBMIBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

　　Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.

　　Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.