Intel Services and Support Manager in Hillsboro, Oregon

Job Description

Ensures quality service and operational performance within the parameters of program and delivery standards that drive constant improvement in customer satisfaction. Plans and oversees enterpriselevel support and service activities for company products and services for a designated client or group of clients. Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Provides proactive communication to help customers avoid product or security issues within their environment. Engages resources from across support and engineering as needed to resolve customer product or security issues. Works with Sales team to identify opportunities for growth in the client environment. Collaborates with sales and support groups to demonstrate value of Enterprise support offering to client and identify opportunities for expanded support business.

Qualifications

Minimum Qualifications:

  • MBA or equivalent

  • 10+ years’ experience in service support environment

  • 5+ years’ experience in contract negotiations

  • 5+ years’ experience building support maintenance and technical services capabilities and the processes to support the efficient delivery of those services. Candidate will have in depth knowledge of Industry standard professional services provided for integrated data center solutions; build out, deployment and on demand technical consulting projects as well as integration, installation and enhanced warranty services required for on-going support maintenance contracts.

  • 5+ years’ experience developing strong working relationships with partners & customers to understand and respond to specific needs relative to products deployed.

  • 5+ years’ experience leveraging industry network resources to build and maintain best in class capabilities.

  • 5+ years’ experience managing the technical resources and ancillary support personnel to execute the end to end processes required to respond to customer RFQ/RFP.

  • 5+ years’ experience with services project scope details and “Statement of work” preparation.

  • 5+ years’ experience managing the cross-functional operational infrastructure and processes to support the established services offerings:

  • Sales/marketing materials & tools

  • Project scope & SOW

  • Quote & Pricing process

  • Legal T&C

  • Tax impact of both remote and in country onsite services.

  • Book & Invoice processes

  • Execution/delivery process

  • Quality/Continuous Improvement - Customer satisfaction

  • Performance - Manage & Measure

Preferred Qualifications:

  • Understands Datacenter blocks and products

  • Understands Intel Customer Support model

  • Ability to manage cross functional team in diverse locations

  • Strong communication and influencing skills

Inside this Business Group

The Data Center Group (DCG) is at the heart of Intel’s transformation from a PC company to a company that runs the cloud and billions of smart, connected computing devices. The data center is the underpinning for every data-driven service, from artificial intelligence to 5G to high-performance computing, and DCG delivers the products and technologies—spanning software, processors, storage, I/O, and networking solutions—that fuel cloud, communications, enterprise, and government data centers around the world.

Other Locations

US, California, Santa Clara

Posting Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance....