• Services Specialist, Senior

    Location MX-Mexico City
    Job ID
    49467
    Function
    Operations
  • Overview

    Develop and maintain a network of partners in the target region of responsibility that enables Zebra to deliver consistent, high quality value added services to the end user community through partner-delivered repair and technical support services and through the sale of Zebra OneCare support services aligned with program requirements and Zebra policy.  
    Develop mindshare with partners and channel account managers for the Printer Repair Specialist (PRS) program and defined Service Specialization programs available to Zebra’s partners. 

    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, channel account managers and channel partners as the in-region subject matter expert (SME) for the Printer Repair Specialist (PRS) program and defined Service Specialization programs
    • Work with IT and Marketing teams to establish a consistent brand messaging for the program via marketing collateral, web sites and branding

    Qualifications

    • 5 years + of operational and/or service management experience
    • 2-3 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 Seibel or comparable ERP systems
    • Excellent interpersonal, communication and relationship management skills
    • Bachelor's Degree or equivalent work experience.

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