Technical Resolution Manager with German

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What would be your role?
The Technical Resolution Manager (TRM) is responsible for leading a critical situation resolution team consisting of IBM, subcontractor/vendor, and client resources. Clients are either external or internal. The TRM is responsible for the resolution of assigned customer satisfaction issues with products/services/offerings and employs specific processes and tools to plan, track, monitor and report resolution activities and progress. The TRM utilizes knowledge of team leadership and business practices, as well as IBM and industry solutions, products, services, and strategy, to manage a successful resolution. Must be the customer's advocate and utilize the customer's business perspective when looking at the systems/solution/enterprise view of the situation. Throughout the resolution, the TRM may interface with multiple levels of client personnel and must maintain and enhance positive and constructive client relationships.The employee focuses on individual/team objectives and development of professional effectiveness.

Skills:
Environment:
Professional knowledge related to incumbent's position, team, and department. Requires ability to absorb professional knowledge quickly and develop skills.

Communication/Negotiation:
Draw upon professional concepts to collaborate with others to carry out assigned duties. Negotiation is required.

Problem Solving:
Recognize job-related problems. analyze causes using existing techniques or tools, prepare and recommend solution alternatives. Challenge the validity of given procedures and processes with the intent to enhance and improve.

Contribution/Leadership:
Works on professional projects;work is often reviewed for developmental purposes.
Understand the standard mission of the professional group and vision in own area of competence. May directly influence people in own project. Position may require coordination of activities of less experienced or less knowledgeable team members.

Impact on Business/Scope:
Accountable for individual or team results. May contribute by supporting activities that are subject to business measurements, impact customer
satisfaction, or impact immediate costs or expenses.