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Services Channel Specialist

Keywords / Skills : ERP, Siebel, Training, channel partner management

5 - 10 years
Posted: 2019-04-22

Nationality
Singapore
Industry
IT/Computers - Hardware
IT/Computers - Software
Function
IT
Customer Service/Call Centre/BPO
Role
Manager - Service Delivery
Posted On
22nd Apr 2019
Job Description
Responsibilities:
  • Develop a network of partners in the region that enables Zebra deliver consistent, high quality, value added services to the end user community
  • Develop a set of partner performance metrics to drive excellence in service quality
  • Work with Services Offer Management and sales teams to develop products/services to increase Aftermarket Service revenues in region
  • Work closely with repair partners and channel account management to ensure compliance to the Printer Repair Specialization (PRS) program requirements
  • Maintain up-to-date database on partners in the program including accurate and timely reporting of PRS partner performance metrics at the partner and region level
  • Manage and measure compliance to the PRS program requirements
  • Support Net Promoter Score (NPS) improvement initiatives; End User Customer Satisfaction transactional surveys and Partner Surveys to continually improve service quality to end users of Zebra’s products and solutions
  • Build collaborative relationships with channel account managers and sales leadership, PartnerConnect channel program leads and support organizations such as the Partner Interaction Center (PIC)
  • Support sales leadership and channel account managers as the in-region subject matter expert (SME) for the Printer Repair Specialist (PRS) program and defined Service Specialization programs
  • Provide Presentations to channel partners and internal stakeholders such as channel sales, channel leadership, marketing and senior management on the program.
  • Work with IT and Marketing teams to establish a consistent brand messaging for the program via marketing collateral, web sites and branding
Requirements:
  • More than 5 years of operational and/or service management experience
  • 3 years of experience in product marketing, technical sales, business development or channel or alliance management roles at enterprise IT vendors
  • Documented success in the area of technology implementation and adoption
  • Strong quantitative, analytical and statistical skills
  • Able to cultivate strong collaborative working relationships and contacts within work group, internal Zebra stakeholders and Zebra’s channel partners
  • Working knowledge of repair business
  • Working knowledge of Siebel or comparable ERP systems
  • Excellent interpersonal, communication and relationship management skills
  • Able to conduct training and presentation
  • Bachelor's Degree or equivalent work experience.


About Company

Based in Singapore
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