Associate III, Customer Support (Deployment Services)

Manila - Philippines

Monthly Salary: Not Disclosed

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Job Summary

Its fun to work in a company where people truly BELIEVE in what theyre doing!

Job Description:

Accelerate your career. Join the organization thats driving the worlds technology and shape the future.

Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population we play a vital role in the worldwide IT sales channel bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach diverse solutions and services portfolio and digital platform Ingram Micro Xvantage set us apart. Learn more at

Come join our team where youll make technology happen in surprising ways. Lets shape tomorrow - itll be a fun journey!

Position Summary:

The Deployment Center Associate III plays a crucial role in managing the check-in check-out and follow-up processes for various sites scheduled for deployment. This position involves monitoring the Deployment Center inbox handling customer and technician emails and overseeing work orders from platforms such as Field Nation and Work Market. The associate is responsible for ensuring timely staffing of sites and review. Additionally this role involves making confirmation calls uploading documents and deliverables and managing technician invoices and payback records.

Major Responsibility: Operational Tasks

Supporting Actions:

Manage all calls and emails in a professional timely and appropriate manner.
Receive and analyze work order requests create and assign work order tickets
Receive and prioritize service requests from customers or stakeholders to assign technicians to projects
Confirm and prepare independent contractors for scheduled jobs and upcoming site visits with end customer locations
Review and upload project deliverables such as photos work orders and serial numbers to the Deployment Services project portal
Enter relevant site data and notes from the install work order and provide detailed reports of the deliverable status to QA and project management teams.
Upload Technicians Invoice completely and accurately
Track and reconcile invoices ensuring that they are paid on time and that any discrepancies are resolved in a timely manner.

Create Technician Pay Back-Up and Reseller Invoice.
Keeping stakeholders informed about the status of their work order providing regular updates and addressing any questions or concerns they may have.
Providing service request details to technicians including problem nature location and relevant information and keeping them updated on any changes or updates to the service call
Communicating real time with Project Management team should there be any site concerns and escalations.
Provide recommendations and see projects through to completion.
Communicating with the Resource Manager for any relevant information that will aid in the resolution of the issue.
Coordinating with vendors for workorders / requests requiring approval additional information or immediate action.
Project deliverables review.
Missing Deliverable phone calls.
Daily PSA Tool Update.
Order Entry & Billing - Process Pro Services MMF and XML billing error order entries with accurate SKUs pricing cost and tax. Resolve XML billing errors and reprocess orders with complete documentation. Prepare Training Billing (SO/invoice) using delivery and attendee data.
Opportunity & CRM Management - Create opportunities with complete deal data. Close opportunities in IM360 ensuring proper stage progression and documentation. Resolve Pending Purchase Billing Rejections and align order/CRM data.
Ticketing & Workflow - Create and manage IM Link tickets (billing issues SKU unlocks cost changes cancellations). Maintain clean queues escalate blockers and provide timely updates.
Cancellations & Returns - Process RMA and SCC cancellations coordinating approvals credit memos and system updates with full audit trail.
Commercial Controls & Communications - Manage email requests: Open Orders SKU Unlock and Cost Change. Provide timely stakeholder updates and ensure compliance with pricing MMF and SKU policies.
Quality & Continuous Improvement - Maintain auditready order documentation. Identify recurring issues (e.g. XML failures) and improve SOPs and process flows.

Shift Schedule: Night and Day

Work setup: Hybrid - 10x a month RTO

Required Experience:

Its fun to work in a company where people truly BELIEVE in what theyre doing!Job Description:Accelerate your career. Join the organization thats driving the worlds technology and shape the future.Ingram Micro is a leading technology company for the global information technology ecosystem. With the a...

Its fun to work in a company where people truly BELIEVE in what theyre doing!

Job Description:

Accelerate your career. Join the organization thats driving the worlds technology and shape the future.

Come join our team where youll make technology happen in surprising ways. Lets shape tomorrow - itll be a fun journey!

Position Summary:

Major Responsibility: Operational Tasks

Supporting Actions:

Manage all calls and emails in a professional timely and appropriate manner.
Receive and analyze work order requests create and assign work order tickets
Receive and prioritize service requests from customers or stakeholders to assign technicians to projects
Confirm and prepare independent contractors for scheduled jobs and upcoming site visits with end customer locations
Review and upload project deliverables such as photos work orders and serial numbers to the Deployment Services project portal
Enter relevant site data and notes from the install work order and provide detailed reports of the deliverable status to QA and project management teams.
Upload Technicians Invoice completely and accurately
Track and reconcile invoices ensuring that they are paid on time and that any discrepancies are resolved in a timely manner.

Create Technician Pay Back-Up and Reseller Invoice.
Keeping stakeholders informed about the status of their work order providing regular updates and addressing any questions or concerns they may have.
Providing service request details to technicians including problem nature location and relevant information and keeping them updated on any changes or updates to the service call
Communicating real time with Project Management team should there be any site concerns and escalations.
Provide recommendations and see projects through to completion.
Communicating with the Resource Manager for any relevant information that will aid in the resolution of the issue.
Coordinating with vendors for workorders / requests requiring approval additional information or immediate action.
Project deliverables review.
Missing Deliverable phone calls.
Daily PSA Tool Update.
Order Entry & Billing - Process Pro Services MMF and XML billing error order entries with accurate SKUs pricing cost and tax. Resolve XML billing errors and reprocess orders with complete documentation. Prepare Training Billing (SO/invoice) using delivery and attendee data.
Opportunity & CRM Management - Create opportunities with complete deal data. Close opportunities in IM360 ensuring proper stage progression and documentation. Resolve Pending Purchase Billing Rejections and align order/CRM data.
Ticketing & Workflow - Create and manage IM Link tickets (billing issues SKU unlocks cost changes cancellations). Maintain clean queues escalate blockers and provide timely updates.
Cancellations & Returns - Process RMA and SCC cancellations coordinating approvals credit memos and system updates with full audit trail.
Commercial Controls & Communications - Manage email requests: Open Orders SKU Unlock and Cost Change. Provide timely stakeholder updates and ensure compliance with pricing MMF and SKU policies.
Quality & Continuous Improvement - Maintain auditready order documentation. Identify recurring issues (e.g. XML failures) and improve SOPs and process flows.

Shift Schedule: Night and Day

Work setup: Hybrid - 10x a month RTO

Required Experience:

Key Skills

Electrical Engineering
SQL
Active Directory
VMware
OS
Windows
Trouble Shooting
Linux
SAN
Java
Technical Assistance
Setup
hardware
Technical Support
Software support

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About Company

Ingram Micro

Ingram Micro helps businesses Realize the Promise of Technology™. It delivers a full spectrum of global technology and supply chain services to businesses around the world. Deep expertise in technology solutions, mobility, cloud, and supply chain solutions enables its business partner ... View more

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