Dell International Services Philippines, Inc

Account Service Management Advisor

Responsibilities

The Technical Account Manager (TAM) ensures a positive customer experience by providing oversight and management for customer support planning and technical issues. The TAM provides an external and internal single point of accountability across complex customer environments through the successful management and integration of multifaceted Dell services entitlements and engagements. They work with the customer to develop a support plan that includes focus on increasing availability/uptime, improving efficiency, reducing cost and helping customers solve their business problems. They provide regular forums/updates to the customer to review/assess Dell’s performance across the transactional/technical support and proactive efforts.  The TAM supports the customer with all Dell Products and Service Processes. This service can be global/local in nature and encompasses all services activity in the Customer account.

  • Coordination and oversight to problem solving efforts between customers and field service personnel, software support, investigation and analysis of product problems.
  • Makes time sensitive, mission critical decisions that impact customer operations.
  • Executive/Management presentations to customer leadership on performance and initiatives. Travels to customer locations as defined by contract/support agreement. 
  • Single Point of Accountability for everything related to post-sales support through end of life questions.  Assist pre-sales efforts with scope and capability information as appropriate, ensuring expectations and/or commitments to customer are not outside of capabilities and we provide a quality solution. 
  • Provides Business Intelligence information to the customer around transactional and proactive support activities.
  • Responsible for Customer Account Management and Service Project Deliverables at higher levels within the organization.
  • Creates a Support Plan which includes documented Escalation and Communication procedures along with Proactive/MBO performance objectives. 
  • Responsible for Global Coordination and Leadership for assigned customers
  • Develops resolutions to complex problems that require the frequent use of creativity / Works on unusually complex problems and provides solutions that are highly creative.
  • Assists the Sales team in Pre-sales support questions, ensuring we match the right level of service with the solutions being sold.
  • Uses judgment within broadly defined policies and procedures / Uses independent judgment to accomplish objectives
  • Coordinates the work of other employees / Leads a project team, possibly cross functional and regional in nature

Requirements

  • At least 8 year(s) of working experience in the related field is required for this position.
  • Candidate must possess at least a Bachelor's/College Degree on Computer Science/Information Technology.
  • Preferably Manager specializing in IT/Computer - Project Management or equivalent.

  • 3 – 7 Years of Relevant Support Experience
  • Degree/Diploma in IT related course
  • Technical certification such as MCITP, CCNA/CCNP, RHCSA/RHCE, or its equivalent
  • Industry certification such as ITIL, PMP or its equivalent will be an advantage
  • Good account and customer handling skill/Good interpersonal skill
  • Experience with pre-sales/solution selling preferred
  • Proven record in managing a project or a virtual team

Additional Information

  • Location: Quezon City, NCR.
  • Full Time position(s) are available.

For more than 26 years, Dell has played a critical role in transforming computing - the company revolutionized the way people and organizations bought their computer hardware, enabling more affordable and more pervasive access to technology around the world.

We are capitalizing on that legacy to help customers evolve the way they purchase, deploy and use computer technologies. Today, the computer industry is at a critical inflection point that will redefine the types of products and services customers demand from their technology providers, including greater mobility, virtualization, cloud computing and ubiquitous data capacity and access.

Dell is addressing this industry change and is uniquely positioned to help its customers grow and thrive in this new era. We now offer more than hardware, with a robust portfolio of products and services we’ve built organically, through acquisitions and re-energized partnerships. In fact, we have our strongest-ever product and services portfolio, and have acquired significant new skills and capabilities, reorganized our operations, optimized our global supply chain and put in place a world-class management team – all to provide solutions with the best value, ease-of-use and flexibility.

Today, Dell connects with more than 5.4 million customers every day. Our 96,000 team members around the world are committed to making technology work harder for customers and communities.

We make technology more accessible to people and organizations around the world. We ship more than 110,000 systems every day to customers in 180 countries — that’s more than one every second.

Even at its start 26 years ago, Dell built computer systems with a singular purpose – to deliver technologies that could unlock human potential. Dell remains relentlessly focused on delivering technology that works harder for our customers and is more accessible to people and organizations around the world.

Dell in the Philippines

Since opening our doors in the Philippines in 1997, we have steadily grown our business and presence in the country in tandem with the rise of Asian economies over the past decade. Today, we look back with pride at Dell Philippines after more than a dozen years of steady growth and success with the following milestones:

  • In 1997, Dell opened its local headquarters in the Enterprise Building at the commercial business district of Makati City. After ten years, it then transferred office to the RCBC Building until 2008, where it is currently situated at the Eastwood City Cyberpark in Quezon City to accommodate the growing team.
  • 2004 saw the introduction of the Dell Authorized Service Provider Program (DASP) cementing its commitment to excellent customer experience, 24x7 support availability, and nationwide coverage.
  • 2005 marked Dell’s leadership in the enterprise segment when it gained number one market share in the Commercial Space for the 1st time.
  • 2005, 2007 and 2008, Dell gained #1 position in the Commercial  Space specific to overall PC units.
  • 2007 saw the opening of several innovative, customer-centric Solution Centers through its network of channel partners.
  • 2009 was celebrated with another milestone when Dell opened its very own Solution center in its Eastwood office.
  • Presently, there are 15 corporate resellers that lead the Sales and Marketing efforts for Dell here in the Philippines.
  • Dell’s presence in the Philippines also includes a strong Dell International Services operation which provides technical and non-technical customer support services to consumers and small and medium businesses in the US, UK, Ireland and ANZ.

Continuing our success

As we continue to transform Dell to meet the demands of a globalized world, we are mindful that the main catalysts behind our success are our stakeholders, especially our customers, partners and our team members. For this reason, we place paramount importance on building meaningful relationships with our stakeholders. When Dell started 26 years ago, taking care of and communicating with our customers, people and communities with integrity, honesty and openness was a priority and our differentiator.

 

Dell continues to be grounded by these values and our growing commitment to the Filipino market, in making technology more accessible to people and organizations.

Other Positions Available:
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» Quality & Standards Analyst
» Customer Care Voice Sr. Representative
» Talent Acquisition Analyst
» Client Field Technical Service Sr. Associate