Dell Sr Specialist, Contracts Maintenance in Beijing, China

GENERAL SUMMARY

Maintenance Operations provides Sales Support, Contract Management, and Systems & Reporting services in support of the lifecycle management of EMC's maintenance business. Through Sales Support, Maintenance Operations deploys all maintenance renewal opportunities to Inside Sales. Within Sales Support, the Tech Refresh services provide audit configuration, by re-quoting the configuration with software and hardware, supplying revised quotes for Inside Sales. With Contract Management, Maintenance Operations books service maintenance contracts for EMC's commercial, enterprise, and partner accounts, support life-cycle management, and manages customer support. Through the Systems and Reporting offerings, Maintenance Operations is able to support acquisition management, as well as new product launching and training.

PRINCIPAL DUTIES AND RESPONSIBILITIES

  • Develops and maintains contracts & quotations for assigned accounts according to established procedures and meets defined Service Level Agreements (SLA's).

  • Provides superior customer service to the Renewals Sales Teams.

  • Adheres to procedures and guidelines of quote creation and ensures consistency and best practices are followed. Additionally, uses judgment within defined practices and procedures.

  • Resolves order discrepancies and contract billing issues through interface with Customers, Sales, Global Revenue Operations, Install Base, Finance or Senior Management.

  • Primary intra-organizational with frequent inter-organizational contacts on routine matters.

  • Responsible for maintaining the integrity of the OKS Database. Manages contracts activity for renewal, installation, upgrades and de-installation. Modifies contract information as required.

  • Assists Sales and Credit Departments, and customers in the resolution of accounts receivable issues by reviewing invoice details and issues credit memos where applicable.

  • Overtime may be required. (Particularly at Quarter End)

  • Processes Policy Variation Requests (PVR's) as required to meet established SLA's

  • Performs other duties/special projects as necessary.

SKILLS

  • Customer Service skill.

  • Organizational skills.

  • Sense of urgency.

  • Ability to prioritize projects and/or deliverables.

  • Communication skills.

  • Problem solving skills.

  • Flexible.

  • Strong technical aptitude.

  • Time management skills.

  • Strong computer skills.

  • Recurring Revenue Solutions