Technical Customer Assurance Manager

Description -

This role is responsible for ensuring exceptional customer satisfaction and trust by overseeing the resolution of customer issues, managing technical and product quality-related issues, and driving continuous improvement initiatives. This role acts as a key liaison between global customers and internal teams, ensuring that products and services meet or exceed expectations.

Responsibilities:

• Lead and manage customer assurance programs to uphold service excellence.
• Handle customer complaints and escalations with professionalism and urgency.
• Collaborate with internal teams to resolve post-sales support issues and enhance customer satisfaction.
• Collaborate with the customer’s IT team and HP’s next-level technical experts to swiftly resolve major technical issues.
• Conduct root cause analysis and drive corrective/preventive actions.
• Proactively identify areas for improvement and implement preventive actions.
• Provide regular performance reports and insights to the customer and senior leadership.
• Provide technical reports summarising escalation status, key findings, risks, and recommendations to the customer.
• Provide technical support and guidance on PC hardware, operating systems, and network configuration to the customer.
• Identify and support service growth opportunities.

Education & Experience Recommended:

• Graduate Degree in Business, Information Technology, or any other related discipline or commensurate work experience or demonstrated competence.
• 5+ years of experience in customer service, quality assurance, advanced technical support or related roles.

Knowledge and Skills:

• Excellent communication and interpersonal skills, with the ability to manage global customers and internal stakeholders at all levels.
• Strong understanding of customer experience management and quality assurance principles.
• Strong analytical and problem-solving abilities.
• Ability to work independently and lead cross-functional initiatives.
• High attention to detail and a commitment to continuous improvement
• Proficient in root cause analysis and corrective /preventive action planning.
• Ability to interpret technical documentation/ issues and collaborate effectively with the customer IT team and internal engineering/ technical expert teams.
• Proficient in configuring, maintaining, and optimizing PC hardware, operating systems, and network environments.
• Proficient in cloud-based endpoint management solutions (e.g., Microsoft Autopilot, Microsoft Endpoint Configuration Manager, Microsoft Intune)
• Proficient in HP Client Management Solutions (e.g., HP Client Management Script Library, HP Image Assistant, HP Manageability Integration Kit, HP System Software Manager)
• Ability to use data visualisation tools (e.g., Power BI, Tableau) for reporting and insights.
• Experience with CRM platforms (e.g., Microsoft Dynamics 365, Salesforce)
• Proficient in English

Job -

Services

Schedule -

Full time

Shift -

No shift premium (China)

Travel -

Relocation -

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"