IT Services Product Specialist - ECS (Equus Compute Solutions)

Summary: Equus provides computer hardware, software, and related services to ISVs, OEMs, ODMs, and other computing technology companies, both directly and through channels. The company also supplies computer resellers with configurable servers for sale to enterprises and SMB’s for on-premises use. Equus is one of the longest-standing and leading white-box systems and solutions integrators. Over the last 32 years, we have delivered more than 3.5 million custom-configured computers throughout the world.

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The IT Services Product Specialist is responsible for creating, monitoring, maintaining, and ending all warranty and support programs. The IT Services Product Specialist develops new offerings and monitors existing warranty offerings for applicability, cost, and profitability. The IT Services Product Specialist monitors the success rate and effectiveness of current offerings, both standard and custom, and recommends updates or modifications to increase customer satisfaction. The IT Services Product Specialist collects and reports on pertinent data to Equus leadership. The IT Services Product Specialist works with engineering, support, and sales to ensure all process are documented.

Essential Duties and Responsibilities include the following (Other duties may be assigned):

• Demonstrate commitment to core values by leading, acting and behaving in a manner consistent with the company core values; Customer Success, Embrace Innovation, Collaboration, Owners Impacting Growth, and Do the Right Thing
• Create complete warranty offerings that may include telephone, e-mail, or API based technical support, off or on-site repair, parts distribution and replacement in domestic and international locations
• Develop support workflows in conjunction with the customer support manager, RMA team, and 3rd party partners that documents end to end support process for all offered warranties
• Create full warranty and support cost models for all warranty offerings that include all related expenses.
• Work with 3rd party partners to develop statement of work or addendums to support standard and customer warranty offerings
• Write or update Warranty Terms and Condition documents to ensure all parties have documented expectations of the warranty and are protected when issues arise
• Identify key metrics and develop standard reporting to monitor warranty offerings for effectiveness and cost/profit analysis
• Partner with sales teams to identify and create warranty and support offerings to support Equus and partner products.
• Partner with finance and sales to achieve business and financial objectives.
• Develop training materials for sales and service teams for new or updated warranty programs
• Develop, organize, and lead program reviews with internal and external customers. Lead detailed program reviews with Senior Leadership related to product and customer support issues.
• Leads new product entry into service initiatives
• Lead change management communication as it relates to business policies and systemic process changes
• Educate, train and promote utilization of customer self-service tools

Essential Education, Skills and Experience:

• Bachelor's degree in a technical field or equivalent practical experience.
• 4-5 years of technical support product management experience; managing global projects with cross-team, cross-functional interactions and global logistics.
• 2 years experience with call center infrastructure, applications or operations
• Strong Microsoft Office skills including PowerPoint, Excel, and Word
• Must be able to read, write and speak professionally
• Ability to lead and influence across functional organizations to achieve customer and Equus objectives.
• The base pay range for this role is between $60,000 and $80,000, and your base pay will depend on your skills, qualifications, experience, and location, along with budgeted range of position.

Preferred Skills and Experience:

• Experience developing and documenting support workflow processes
• IT Service Delivery Management
• Experience troubleshooting computer systems
• Warranty cost management