Associate Professional, Presale Support

Job Description

Description TemplateSection 1: Identifying InformationPosition Title:Associate Professional, Technical SupportJob code:TBDGrade:7NDate Prepared:21 May 2018Reports to:Prepared by:Department:Go-to MarketBusiness line:SalesPositions reporting to this positionNoneTarget team size:n/aCountry/City:Pune, IndiaSection 2: Position SummaryGuidelines: List the essential responsibilities, functions and/or activities, provide the supporting actions to describe how the work will be accomplished and provide the desired end results. List the responsibilities in order of importance and the estimated percentage of time for the responsibility (no one responsibility should be greater than 60% of time or less than 10%). The most important responsibility is not necessarily the one where the most amount of time is spent.Major Responsibility:Customer InteractionsSupporting Actions:

• Answer emails, calls and/or chat transactions.
• Respond or initiate outbound calls within established service level parameters.

End Results:Transactions are processed timely and accurately, from start to finish according to the needs of the customers and the business Scorecard attainment of meets expectationsPercentage:10%Major Responsibility:Technical Solutions and Sales SupportSupporting Actions:

• Answer emails, calls and/or chat transactions.
• Respond or initiate outbound calls within established service level parameters.
• Process electronic requests from customers within established turnaround time.
• Provide resellers and end users with full solutions for business needs with an emphasis on customer service and facilitation of sales.
• Records all information accurately in the Solution Quote during customer dealings.
• Prevent customer returns by ensuring accuracy of solutions provided.
• Apply appropriate pricing (standard or special) on quotations/BOMs, per instructions of internal or external contacts
• Enroll opportunities for special pricing, deal registrations, and/or available pricing schemes as appropriate

End Results:Transactions are processed timely and accurately, from start to finish according to the needs of the customers and the business Scorecard attainment of meets expectations No financial impacting or critical escalations, customer complaints or financial exposurePercentage:30%Major Responsibility:Progressive TrainingSupporting Actions:

• Attend all scheduled trainings participate in vendor refresher sessions and communication enhancements.
• Work with Team Lead to identify knowledge and communication gaps and obtain required information or necessary training.

End Results:100% attendance on all critical trainings as dictated by immediate supervisor at least a passing score on all required examsPercentage:10%Major Responsibility:Product Study and Research

• Continuously assist in developing business process improvement to help drive management initiatives and hit departmental goals.

End Results:Individual/team objectives on accuracy are met, as dictated by immediate supervisorPercentage:10%Major Responsibility:Training/Admin DutiesSupporting Actions:

• May also be able to perform the training/admin duties associated with the Level 2 position.
• Review escalation reports and schedule up trainings to address individual needs.
• Help investigate / validate customer returns or complaints and coach accordingly.
• Manages add-on worksheets, voicemail and call back requests to ensure completion within specified deadline.
• Will play a role as a Go-To technician or Champion representative. (interactions with internal contacts and/or external contacts [vendor and resellers] relating to assigned vendor)

End Results:Training pass rate should meet prescribed goals administer all assigned trainings within timeline individual/team objectives revolving around the aforementioned tasks are met, as dictated by immediate supervisorPercentage:20%Major Responsibility:Technical AdvancementSupporting Actions:

• Plays as a backup in the absence of the team leader.
• Plays as a mentor to new members of the segment to ensure that they deliver the same quality customer experience.
• Acts as a leader within the segment scheduling daily activities for group, monitor service level and assign staff as needed based on skills.
• Coach associates on technical skills and technology-related issues.
• May participate in assessing potential candidates during Champion or lead interviews and provide supporting feedback to management.

End Results:New hire and Training pass rate should meet prescribed goals administer all assigned trainings and coachings within timeline accurate and up-to-date SOP documents meet, if not exceed defined sales and/or other business goals for the corresponding business assignment of vendor/product line/line as dictated by immediate supervisor in partnership with internal and external stakeholders, which also includes set deliverables as coverage for Team Lead in his/her absencePercentage:20%Section 4: DecisionMaking Authority LevelGuidelines:Describe the authority held by the position by listing the main decisions that the position is free to make and explain the decisions that depend on the positions advice.Decisions free to make:Utilize appropriate resources (e.g. Training, Quality, etc.) to work on identified business process improvement and technical knowledge opportunitiesCollaborate with operations and pertinent support teams (e.g Training, in-country partners) in planning for, preparing and administering local trainings for assigned team/sDirectly communicate with vendor contacts, in-country partners and local management or support teams for initiatives and tactical operations for the assigned vendors / lines of businessExplain the decisions that depend on positions advice:This role can directly support associate inquiries on process- or technical-related items. The role can directly communicate with vendor contacts or local support teams to address associate process or technical concerns.This role can directly meet and discuss with relevant resources - both internal and external regardless of location - to identify and implement process improvements.The role can determine, per consultation with operations and support teams, appropriate schedules and training requirements (e.g. venue, content, etc.) prior administration of said trainings.Conduct cascade of information relating to vendor/business initiatives, including change management.Example decisions that depend on positions advice:Fixing bottlenecks in process, simplifying required documentations, etc.Schedule and stage vendor trainings and cascadesCoordination with internal and external contacts in resolving customer issues, including exceptions handling and end-to-end case managementItems that cannot be supported are disciplinary actions, company policies and exceptions thereto, among othersSection 5: Scope/DimensionsGuidelines: List the main quantitative measures that define the size and scope of the position (headcount, budget, profit dollar target).Workload equivalent to 0.40 FTE to up to 0.60 FTE, depending on anticipated business requirements and/or seasonal deliverablesProcess- or product-specific trainings for the specific vendors assigned, for trainees within a team of 100-200 associates.Revenue generation, the dollar value of which will be assessed and declared per business requirements.Serve as back-up for team lead in his/her absence for a team of 12-15 associates.Section 6: Job Qualifications and Educational RequirementProcess knowledge and understanding of SLAsModerate to Advanced verbal and written communication skills, including listening & comprehensionProficient in the use of Microsoft OfficeProcess-specific and other administrative tool navigation skillsSkilled in Basic Sales & Time ManagementEffective communication to all levels within the organizationTechnical Requirements

• Minimum AA degree or 2 years of University studies required. Technical certifications and/or Bachelors degree in computer related studies, preferred.
• Advanced knowledge of departmental policies and procedures
• Expertise in: Learning complex proprietary systems, Working as a team member or independently, Presenting information accurately to various audiences, Maintaining systematic knowledge in order to complete vendor and department requests
• Must be: Able to work on flexible, shifting hours, as needed
• Previous work experience required: Four to five (4-5) years related experience in help desk, network technician or technical sales (hardware).
• Advanced knowledge of technology for corresponding product line being profiled for (e.g. servers, networking, hardware and peripherals, etc)

Section 7: IM Competencies Communicates Effectively

• Delivers messages in a clear, concise, and compelling manner
• Actively listens and checks for understanding
• Articulates messages in a way that is broadly understandable
• Adjusts communication content and style to meet the needs of diverse stakeholders
• Models and encourages the expression of diverse ideas and opinions

Collaborates

• Models collaboration across the organization
• Facilitates an open dialogue with a variety of contributors and stakeholders
• balances own interests with others
• Promotes high visibility of shared contributions to goals
• Built, leveraged, and maintained strong, high-impact, relationships with variety of relevant parties (local, global)
• Relationships deeply anchored in stable, longterm, mutually beneficial collaboration

Builds Networks

• Applies common sense regularly
• Understands social networks at work
• Reads the system to reach goals
• Builds relationships by using savvy

Persuades

• Often convinces others
• Able to use tact when persuading
• Eager to present new ideas to authority
• Inventive customizes presentations
• Often meets objections successfully

Drives Results

• Sets aggressive goals and has highest standards
• Is consistently one of the top performers
• Pursues everything with energy and drive, the need to finish
• Persists in the face of challenges and setbacks
• Always keeps the end in sight, puts in extra effort to meet deadlines

Ensures Accountability

• Assumes responsibility for the outcomes of others
• Promotes a sense of urgency and establishes and enforces individual accountability in the team
• Works with people to establish explicit performance standards
• Is completely on top of what is going on and knows where things stand
• Provides balanced feedback at the most critical times

Action Oriented

• Quickly and decisively takes action in fast-changing unpredictable situation
• Shows a tremendous amount of initiative in tough situations, is exceptional at spotting and seizing opportunities

Being Resilient

• Calm under pressure
• Difficult to provoke
• Uses criticism to learn
• Skilled at conflict resolution
• Rarely defensive

Manages ambiguity

• Shows high need for structure
• Jumps to conclusions
• Intolerant of delay needs closure
• Speaks up too quickly
• Needs predictability

Self-development/ Nimble learning

• Seeks out new trends in field
• Often learns and applies new concepts
• Readily identifies own weaknesses
• Sets/attains self-development goals
• o Continually self-aware, actively works to better oneself
• o Outstanding track record of learning and personal development

Customer Focus

• Anticipates customer needs and provides services that are beyond customersexpectations
• Uses customer insights to drive and guide the development of new offerings
• serves as a sttrategic partner to build, grow and maintain profitable and long-lasting relationships

Manages Complexity

• readily distinguishes between whats relevant and whats unimportant to make sesne of complex situations
• Looks beyond the obvious and does not stop at the first answers
• Analyzes multiple and diverse sources of information to define problems accurately before moving to solutions
• Has exceptional financial judgment has keen, almost intuitive sense for financialimplications of decisions

Decision Quality

• Decisively makes high-quality decisions even when based on incomplete information or in the face of uncertainty
• Actively seeks inout from pertinent sources to make timely and well informed decisions
• Skillfully separates opinions from facts
• Is respected by others for displaying superior judgment

Interpersonal Savvy

• Relates comfortably with people across levels, functions and culture
• Acts with diplomacy and tact
• Builds rapport in an open, friendly and accepting way
• Builds constructive relationships with people both similar and different to self
• Picks up on interpersonal and group dynamics
• Some recognition of on job conflict
• May suggest solutions to conflicts
• Somewhat aware of sensitive issues
• Some tolerance of difficult people

Builds effective teams

• Forms team with appropriate nad diverse mix of styles, perspectives and experience
• Establishes common objectives and shared mindset
• Creates a feeling of belonging and strong team morale
• Shares wins and rewards team efforts
• Fosters open dialogue and collaboration among the team

Develops Talent

• Places a high priority on developing others
• develops others throug coaching, feedback, exposure, stretch assignments
• Aligns employee career development goals with organizational objectives
• Encourages people to accept development moves

Instills Trust

• Follows through on commitments
• Is Seen as durect and truthful
• keeps confidences
• Practices what he/ she preaches
• Shows consistency between words and actions

Global Perspective

• looks toward the broadest possible view of an issue
• thinks and talks in global terms
• understands the position of the organization within the global context

Strategic Mindset

• Is able to cope with some complexity and ambiguity able to analyze strategies but does not yet generate strategies

Cultivates Innovation

• Comes up with useful ideas that are new, better, or unique
• Introduces new ways of looking at problems
• Can take creative idea and put it into practice
• Encourages diverse thinking to promote and nurture innovation

Optimizes Work Processes

• Sets and meets quality improvement targets Strives for efficient, effective, high quality performance Delivers results by deadlines Responds to difficult situations and takes initiative to make improvements Focuses on quality

Balances Stakeholders

• Earns respect of others, takes time to build relationships has presence, is able to influence and build support using limited communication style accepts learning and personal developmentopportunities that arise

Business Insight

• knows the business and how organizations make money
• keeps up with the current and possible future policies, practices, and trends in the organization, with the competition and in the market place
• Uses knowledge of business and how strategies and tactics play out in the market to guide actions

Section 8: Other Information Guidelines: Indicate any information that would be helpful in understanding the nature, scope or purpose of the position, or any unusual or hazardous conditions associated with performing the position. Country Specific Requirements (Singapore):Job Requirement :

• Address enquires, solution suitability, compatibility & compliancechecks
• Conduct Technical Product Presentation, demo and POC whereapplicable
• Conduct or attend partner enablement / webinar whereapplicable
• Understand the solution requirement, upsell/cross-sell and integrate the solution (based on the overall SG Portfolio, where solution couldfit in)
• Solution and BOM Accuracy (Assumed the work do not need to be vet / review by SG Presales)
• Provide the Services Scope of Work &deliverables.
• Be equipped with the relevant technical knowledge without the need for SG Presales for conduct ofenablement
• In case of ticket based, all revisions (including change of solution) to the project/ email should be accepted as a singlecount

Technical Certifications

• Ensure all mandatory and relevant certifications to be accredited to SG
• Assist to attain certifications in relevant domain (in case of SG cert shortfall) - to be address on case-by-case basis

Logistics

• Named Presales Resource to be allocated to SG
• Local Phone number to be reachable during office hours (SGT 9am - 6pm)
• MS Teams and email given
• Be expected there could be times to work beyond office hours in order to turnaround a solution

Keyskills :
Microsoft OfficeServersNetworkingPeripheralsHardware