System Services Representatives act under the category of Support as a Service function. They are responsible for on-site installation, maintenance, and repair of IBM products. They may also perform services activities such as Technical Delivery Assessment, installation planning, account management, systems-level problem determination, discontinuance, and relocation of this equipment, and other customized project-based services. They are responsible to support problem source identification related to installation, update, configuration, operations, or performance, resolve incidents, advise on potential resolutions and their implementation, and implement determined suggestions to the satisfaction of the customer. This includes an understanding of the technology, operating systems, associated software, the functions, and capabilities of the machine. The individual should have knowledge in the areas of installation, customization, operation, recovery, tuning, and information technology engineering. These representatives use IBM tools, such as Cognitive Support Platform (Salesforce) and Watson Einstein Analytics, to drive automation and improve effectiveness of our client operations. They may also provide onsite Infrastructure Services, maintenance, and consultancy for Hybrid Cloud client environments. The employees in this job role need to demonstrate proficiency in the HW and SW solutions by constantly updating their Digital Technical Certifications. It is also important to keep up to date with Soft Skills trainings (verbal and written communication, teamwork and collaboration, emotional intelligence, critical thinking, etc.), in order to provide outstanding IBM service for our clients. They need to constantly collaborate with professionals in different support centers and business units to achieve high quality problem resolutions. They are accountable to ensure a high level of client satisfaction with service delivery, technical support, and operational services for the client account(s). When critical situations occur, they are the IBM technical interface to clients and manage the situation until the problem is fixed. They have a thorough understanding of, and are able to advocate for, IBM's technical support strategy. They are responsible for the technical value relationship to protect the revenue base and identify new services opportunities.