Description
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.
As the Lifecycle Services Advisor of Managed Modern Workspace Services, you will play a key role and act as a major contributor towards CDW's growing and expanding Managed Modern Workspace Program, specifically focused on Field Service activities and Configuration Services. This role, while reporting to the Manager of Managed Modern Workspace Services, will form part of an operational team that is focused on day-to-day service coordination and workforce management planning for Field Services, and Configuration Services, including ITAD Services.
You should possess a balanced background as it relates to operational excellence and efficiency, while also providing amazing customer service and experiences. While possessing a solid background in running and maintaining multiple customer activity streams, additional requirements will focus on supporting and interacting with CDW clients, that will consume current and future Modern Workspace services. The role will initially require flexibility and support of various needs within the initial phase of the program, including hands on activities such as new service onboardings, establishing SOPs and developing business processes as they pertain to field and configuration services.
Our mission is to be the best and most collaborative Technology provider in the country. To that end, CDW has recruited some of the best technology minds and visionary performers working in industry today.
Join us and bring your considerable talent and desire to learn, experiment and succeed in an innovative, highly autonomous, and entrepreneurial environment. Together, we can advance Modern Workspace Services and your career like nowhere else.
What you'll do
Responsibilities:
- Assisting in coordination of day-to-day operations for services such as Field Services and Device Configuration, including ITAD Services
- Interact closely with Customers and various internal stakeholders ranging from Service Leadership, Customer Success, Product Procurement, as well as Sales Account Management
- Participate in ongoing client facing discussions, operational reviews, as well as ongoing production capacity planning activities.
- Assist in processing reactive customer service requests and activities, as well as the preparation of monthly reports and billing activities
- Must be able to work in a hybrid work environment that will require several days a week onsite at CDW's warehousing facility
- Ability to work effectively in a fast-paced team and multi-client environment
- Work closely with the CDW Services and Sales, Purchasing, and other teams as required to ensure processes and customer outcomes are aligned.
- Other tasks and duties as discussed and agreed with your manager.
What you need to succeed
Must-have
- 5+ years of experience in an operations role related to Field Service Planning, as well as have worked in a Device Configuration Lab previously
- 5+ years of experience in an operations coordination role as it relates to service coordination and customer success activities
- Operational/Customer requirements planning to ensure that customer requirements and assignments can be delivered as required and forecasted.
- Strong understanding of process and service engineering to contribute to developing/changing workflows and business processes.
- Ability to work collaboratively and effectively in a team environment and demonstrate strong problem-solving skills.
- Ability to multi-task and work effectively in a multi-client environment.
- Solid organizational, interpersonal, and communication skills (oral, written and presentation)
- Exceptional customer service and interpersonal skills, with a focus on rapport-building
Nice-to-have
- Bilingual (English & Canadian French)
- Industry certification such as ITIL (i.e., V3 or V4), Knowledge Management (i.e., KCS) or other related technical, process or governance related certifications
- Knowledge and experience with current industry quality control standards such as ISO27001, and other related standards
Experience managing knowledge of client environments and procedures within a shared services model
We make technology work so people can do great things.
CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.
CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.
CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW's goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review CDW's AI Applicant Notice .
