Field Services Partner Manager at Dell

Field Services Partner Manager

Bring your passion for sales and business development to a role on our Partner Management team. On this team, you’ll develop and cultivate the ongoing relationship with strategic partners and customers, building marketing plans and identifying alliances that could generate sales opportunities.

Join us to do the best work of your career and make a profound social impact as a Field Services Partner Manager on our Global Field Services team in Johannesburg, South Africa.

Dell provides end-to-end solutions that enable more affordable and accessible technology around the world, empowering people everywhere to do more. You will be part of a collaborative team that believes in honest communication, shares creativity and welcomes different perspectives. There is a winning culture built on a platform of integrity and a spirit of innovation. We will also provide the mentoring, training and opportunities for you to fulfil your ambitions and potential.

What you’ll achieve
As the Field Services Partner Manager you will be responsible for service performance and quality of service delivery by Dell Service Partners (DSP’s) in EMEA region. You will work closely with the DSP’s to support the achievement of Customer Service objectives in innovating, driving and sustaining the Service Model, Warranty Cost, Productivity, Quality, and Customer focus metrics as required. You will support the DSPs in providing information on Field Service innovations, strategic objectives, resources and relevant data to enable them to develop their objectives in line with Dell’s. Bring your key strengths to lead by example in establishing a constant innovation and performance management culture to improve organizational capability generally. Work with the business stakeholders to inform and align on the Partner Strategy.
You will:

• Manage and develop all aspects of the relationship and performance of Dell Services Partners In EMEA region  with focus on  key African markets - South Africa and SCA (South Central Africa). Managing the day-to-day performance of the DSPs to meet Operational KPI Targets with the support from the Field Operations Team.
• Holding regular service review meetings to assess trends, drive performance and strategic initiatives. Ensuring cross-functional colaboration with other parts of the business as required, actively interlock with key business stakeholders in order to keep the partner strategy aligned between Sales, other Dell Technologies departments and Field Services.
• Support and implement operational programmes in line with the EMEA Field Services organisation's strategic objectives. Reviewing feedback from all stakeholders on customer satisfaction and performance to identify improvement trends and work with DSPs to resolve – which includes providing support to the DSPs with resources, information and data to enable them to maintain service performance and develop their capacity and capability to meet current and future demand.
• Supporting the New Service/New Product introduction in ensuring that DSP engineer technical skills and overall capability meets current and future business needs. Influence and motivate others to deliver the best of themselves in meeting business challenges and objectives.
• Drive customer satisfaction through CE programs

Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements

• Field Services/Supply Chain/Procurement background with experience in managing Partner Performance and Relationships.
• Good understanding of EMEA Markets and Partner Landscape in EMEA countries. Ablity to work in a matrix organization, representating EMEA Field Services team in the African region
• Self-motivated, proactive and independent thinker who can analyse various types of information and be able to draw conclusions from it.
• Fluent in English (Oral and Written).
• Other skills include presentation, communication, negotiation, time management, and organizational skills, with a high attention to detail.