Field Service Representative

At IBM Infrastructure & Technology, we design and operate the systems that keep the world running. From high-resiliency mainframes and hybrid cloud platforms to networking, automation, and site reliability. Our teams ensure the performance, security, and scalability that clients and industries depend on every day. Working in Infrastructure & Technology means tackling complex challenges with curiosity and collaboration. You’ll work with diverse technologies and colleagues worldwide to deliver resilient, future-ready solutions that power innovation. With continuous learning, career growth, and a supportive culture, IBM provides the opportunities to build expertise and shape the infrastructure that drives progress. Your role and responsibilities As a System Services Representative for Commercial & Consumer, you will act under the category of Support as a Service (SaaS) function, providing on-site installation, maintenance, and repair of high-volume commercial products. You will support problem source identification, resolve incidents, and advise on potential resolutions to ensure client satisfaction. Your primary responsibilities will include: Perform On-Site Installation and Maintenance: Install, maintain, and repair high-volume commercial products such as Lenovo PC and Apple, ensuring timely and effective service delivery. Deliver Technical Support: Provide technical assistance, troubleshoot issues, and resolve incidents to the satisfaction of the customer, utilizing knowledge of technology, operating systems, and associated software. Collaborate with Support Centers: Work with professionals in different support centers and business units to achieve high-quality problem resolutions and ensure seamless service delivery. Utilize IBM Tools: Leverage IBM tools, such as Cognitive Support Platform (Salesforce) and Watson Einstein Analytics, to drive automation and improve effectiveness of client operations. Maintain Technical Expertise: Stay up-to-date with Digital Technical Certifications and Soft Skills trainings to provide outstanding IBM service for clients. Required education High School Diploma/GED Preferred education Associate's Degree/College Diploma Required technical and professional expertise Exposure to Hardware and Software Solutions: Familiarity with installation, customization, operation, recovery, tuning, and information technology engineering for high-volume commercial products such as Lenovo PC and Apple. Experience Working with Technical Tools: Knowledge of IBM tools, such as Cognitive Support Platform (Salesforce) and Watson Einstein Analytics, to drive automation and improve effectiveness of client operations. Understanding of Operating Systems: Basic understanding of operating systems, associated software, and the functions and capabilities of machines to support problem source identification and resolution. Familiarity with On-Site Services: Exposure to on-site installation, maintenance, and repair of high-volume commercial products, including Technical Delivery Assessment and installation planning. Basic Knowledge of IT Engineering: Understanding of the technology and concepts related to high-volume commercial products to provide technical assistance and troubleshoot issues. Preferred technical and professional experience Familiarity with Hybrid Cloud: Exposure to onsite Infrastructure Services, maintenance, and consultancy for Hybrid Cloud client environments to support client operations. Knowledge of IT Consulting: Basic understanding of customized project-based services, including Technical Delivery Assessment, installation planning, and account management. Exposure to Data Analytics: Familiarity with tools like Watson Einstein Analytics to drive automation and improve effectiveness of client operations. ABOUT BUSINESS UNIT IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world’s most important industries and our clients are the architects of the future.Join us to help build our leading-edge technology portfoliodesigned for cognitive business and optimized for cloud computing. YOUR LIFE @ IBM In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better. Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background. Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do. Are you ready to be an IBMer? ABOUT IBM IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world. Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world. IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status. OTHER RELEVANT JOB DETAILS IBM offers a competitive benefits program which may include medical & prescription drug coverage, dental, vision, mental health & well being, 8 paid holidays, minimum 56 hours paid sick time, 80 hours paid vacation, life insurance, 401(k), financial counseling, and the IBM Employee Stock Purchase Plan. IBM offers paid family medical leave and disability benefits to eligible employees where required by applicable law. This position was posted on the date cited in the key job details section and is anticipated to remain posted for 15 days from this date or less if not needed to fill the role We consider qualified applicants with criminal histories, consistent with applicable law. IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship. The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year. Job Title Date posted 04-Sep-2026 Job ID 131388 City / Township / Village Herndon State / Province United States Work arrangement Onsite Area of work Infrastructure & Technology Employment type Supplemental 2 (Fixed Term - Long) Contract type Fixed Term - Long Term Projected Minimum Salary per year 44,000.00 Projected Maximum Salary per year 58,000.00 Position type Professional Up to 100% or 5 days a week (home on weekends - based on project requirements) Company (0147) International Business Machines Corporation Shift General (daytime) Is this role a commissionable/sales incentive based position? #J-18808-Ljbffr