The Channel Services Intern for the NWE Market will be responsible for driving Managed Print Services and later Managed Devices Services business within the NWE region. The Channel Services Specialist should aim to become a subject matter expert on MPS and MDS service offerings towards the channel, the sales and support processes for those, the sales tools associated to both offerings, and the internal teams involved to the delivery of these services.
The Channel Services Intern will have direct contacts with partners and end customers during the sales process, but they should also be prepared to manage escalations. The Channel Service Intern will be collaborating closely with various internal departments to ensure successful service experience for our partners and customers.
Key responsibilities
Sales Support
- Identify and pursue new business opportunities within current offering and identify requirements for new service or process needs
- Collaborate with the sales teams during MPS and MDS engagements by supporting with the quotation and proposal creation
Partner Management
- Maintain consistent dialogue and support with channel MPS and MDS partners.
- Provide training and guidance to partners and internal stakeholders on tools and processes.
- Assist partners with tool or process issues, coordinate requests towards correct internal teams
Onboarding Management
- Track and manage the implementation of contracts, ensuring timely and successful completion.
- Monitor and follow up on outstanding contract onboardings and partially implemented projects.
- Ensure proper communication between HP and the partner on contract onboarding
Customer Support
- Act as the second line of support for customer and partner issues.
- Follow-up on support and escalation cases to ensure fast turn around time
- Understand the support structure and be able to escalate via necessary routes
Collaboration
- Work closely with various departments, including local sales teams, service delivery, break and fix partners, contract management and handover team.
- Participate in regular calls with service delivery and partners to provide updates and address any concerns.
- Engage in cross-collaboration with multiple departments to share knowledge and resources.