Acer Expands Customer Service in Canada
Today, Acer Canada announced in a press release that it is enlarging its commercial business unit in Canada. Acer has moved its support call centres to North American locations to have more direct access to Canadian customers, invested more money and resources into technical support, and has appointed Michael O’Beirne as a director to oversee Canada and North American product sales.
As the second most popular PC provider in Canada, according to statistics from Partner Research Corp, Acer Canada is looking to expand its resources and influence on the Canadian market.
This move will provide premier support for small and medium enterprise (SME) customers and their IT departments. These call centres, which are located in Windsor, ON and Temple, TX, include toll-free access to customer support in English and French for any customer who buys an Acer product. These customers will talk with technicians that are trained to troubleshoot and solve end-user problems quickly and efficiently.
Acer has also developed its programs for Authorized Service Providers (ASPs) to provide improved on-site support options for customers.
“Acer means business in every sense – and we’ve made the investments to positively impact our commercial customers – from our superior and professional technical and customer support as well as to our product enhancements ranging from design and development, software integration, and installation,” said Terry Tomecek, general manager, Acer Canada.
Michael O'Beirne has been appointed as the new senior director of commercial product management to oversee the commercial product management for both Canada and the US. O'Beirne has over 20 years of experience at Acer Canada having worked in various roles in sales, marketing, and management. He will also be managing a commercial product management team, new engineering resources, and a larger commercial sales team.
Since its founding in 1976, Acer has achieved the goal of breaking the barriers between people and technology. Globally, Acer ranks No. 2 for notebook PCs.(2) A profitable and sustainable Channel Business Model is instrumental to the company's continuing growth, while its multi-brand approach integrates Acer, Gateway, Packard Bell, and eMachines brands in worldwide markets. Acer designs environmentally friendly products and has established a green supply chain through collaboration with suppliers. Acer is proud to be a Worldwide Partner of the Olympic Movement, including supporting the Vancouver 2010 Olympic Winter Games and London 2012 Olympic Games. The Acer Group employs 8,000 people worldwide. Revenues for 2010 reached US$19.9 billion. Visit www.acer-group.com for more information.
Marketing matters: from IBM to Kyndryl
Prior to joining Kyndryl as Chief Marketing Officer, Maria had a 25-year career at IBM, most recently as the tech giant’s CMO where she oversaw all marketing professionals and activities across North America, Canada and Latin America. She has held senior global marketing positions in a variety of disciplines and business units across IBM, most notably strategic initiatives in Smarter Cities and Watson Customer Engagement, as well as leading teams in services, business analytics, and mobile and industry solutions. She is known for her work with teams to leverage data, analytics and cloud technologies to build deeper engagements with customers and partners.
With a passion for marketing, business and people, and a recognized expert in data-driven marketing and brand engagement, Maria talks to Business Chief about her new role, her leadership style and what success means to her.
You've recently moved from IBM to Kyndryl, joining as CMO. Tell us about this exciting new role?
I’m Chief Marketing Officer for Kyndryl, the independent company that will be created following the separation from IBM of its Managed Infrastructure Services business, expected to occur by the end of 2021. My role is to plan, develop, and execute Kyndryl's marketing and advertising initiatives. This includes building a company culture and brand identity on which we base our marketing and advertising strategy.
We have an amazing opportunity ahead at Kyndryl to create a company brand that will stand apart in the market by leading with our people first. Once we are an independent company, each Kyndryl employee will advance the vital systems that power human progress. Our people are devoted, restless, empathetic, and anticipatory – key qualities needed as we build on existing customer relationships and cultivate new ones. Our people are at the heart of this business and I am deeply hopeful and excited for our future.
What experiences have helped prepare you for this new opportunity?
I’ve had a very rich and diverse career history at IBM that has lasted 25+ years. I started out in sales but landed explored opportunities at IBM in different roles, business units, geographies, and functions. Marketing and business are my passions and I landed on Marketing because it allowed me to utilize both my left and right brain, bringing together art and science. In college, I was no tonly a business major, but an art major. I love marketing because I can leverage my extensive knowledge of business, while also being able to think openly and creatively.
The opportunities I was given during my time at IBM and my natural curiosity have led me to the path I’m on now and there’s no better next career step than a once-in-a-lifetime-opportunity to help launch a company. The core of my role at Kyndryl is to create a culture centered on our people and growing up in my career at IBM has allowed me to see first-hand how to prioritize people and ensure they are at the heart of progress in everything Kyndryl will do.
How would you describe your leadership style?
I believe that people aren't your greatest assets, they are your only assets. My platform and background for leadership has always been grounded in authenticity to who I am and centered on diversity and inclusion. I immigrated to the US from Chile when I was 10 years old and so I know the power and beauty that comes from leaning into what makes you different from other people, and that's what I want every person in my marketing organization to feel – the value in bringing their most authentic self to work every day. The way our employees feel when they show up for themselves authentically is how they will also show up for our customers, and strong relationships drive growth.
I think this is especially true in light of a world forever changed by the pandemic. Living through such an unprecedented time has reinforced that we are all humans. We can't lead or care for one another without empathy and I think leaders everywhere have been reminded of this.
What’s the best leadership advice you’ve received?
When I was growing up as an immigrant in North Carolina, I often wanted to be just like everyone else. But my mother always told me: Be unique, be memorable – you have an authentic view and experience of the world that no one else will ever have, so don't try to be anyone else but you.
What does success look like to you?
I think the concept of success is multi-faceted. From a career perspective, being in a job where you're respected and appreciated, and where you can see how your contributions are providing value by motivating your teams to be better – that's success! From a personal perspective, there is no greater accomplishment than investing in the next generation. I love mentoring younger professionals – they are the future. I want my legacy as a leader to include providing value in work culture, but also in leaving a personal impact on the lives of professionals who will carry the workforce forward. Finding a position in life with a job and company that offers me a chance at all of that is what success looks like to me.
What advice would you give to your younger self just starting out in the industry?
I've always been a naturally curious person and it's easy for me to over-commit to projects that pique my interest. I've learned over years of practice how to manage that, so to my younger self I’d say… prioritize the things that are most important, and then become amazing at those things.