Technical Customer Assurance Manager

Description -

Job Summary
 

HP is a proven leader in personal systems and printing, delivering innovations that empower people to create, interact, and inspire like never before. We leverage our strong financial position to extend our leadership in traditional markets and invest in exciting new technologies.

HP has an impressive portfolio and strong innovation pipeline across areas such as:
 

• Retail Industry Solutions
• Notebooks & Convertibles
• Desktops & Workstations
  Mobile Workstations
• Artificial Intelligence
• Blended & Virtual Reality
• 3D printing
• Multi-function Printing  
   

We’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!


Responsibilities

Leading post-sale support and driving deep strategic relationships for assigned key HP customers of significant scope and complexity at the country, region or worldwide level.    
 

Utilizes in-depth understanding of customer business and complex requirements to develop business case, provide & validate the solution, and demonstrate services added value.
 

Working in a collaborative and a cohesive manner with various key HP business units, the CAM role works across functions to lead solutions for customer problems, provides installed base performance data and analysis, proactive information including advisories and pre-alerts.  

• Analyzes failure rates and trends to identify opportunities to improve the health of devices in customer environments.

• Utilizes technical and business skills to lead complex cross functional technical escalations.

• Ability to utilize Project Management skills to drive resolution for complex or unique situations.

• Acts as single point of contact to manage technical escalation investigation with Customer IT Department, HP ATS & 3rd Level Support, and 3rd party (if needed).

• Provides proactive support for customer product deployments, including post-sale product and tools training & continued technical education for HP products, tools, and solutions.

Responsible for retention and business growth by ensuring exceptional customer experiences and by proactively acting on indicators from the customer through direct feedback, participating in Sales RFPs and through engagement with sales & support teams.    

Responsible for revenue and margin contribution for a set of (more than one) solutions or services.

Provides mentoring and guidance to peers and lower level employees

Multi country responsibility / a large country with multiple sub regions

Working with regional / WW teams to represent the business on behalf of the geography covered

Education & Experience Recommended

Bachelor Degree in Business Administration or equivalent experience 
8+ years to establish proven track record in Service Business Management
Basic experience in one of the related disciplines of delivery, solution architecting or business planning prior to taking business management role
Knowledge of ITIL, Six Sigma, and 8D concepts.  

Languages:

Portuguese: Native or C1

English Level B2

Spanish level B2

Preferred Certifications
NA

Knowledge & Skills
 

The successful candidate will be entirely customer centric, possess outstanding verbal and written communication skills, have the ability to lead teams to common goals, read and analyze data and have a prevention mindset.    
Excellent relationship building skills  
Able to engage across all levels within a customer setting, from IT Support to C-Level executives.
Negotiation skills - ability to resolve complex post sale issues in assigned accounts.
In depth knowledge of HP support and service processes.
Track record of direct customer interaction and successful problem resolution  
Ability to create, interpret and deliver complex reporting  
Technical problem-solving skills.

Project management skills
Ability to work under pressure and to drive urgency in external teams  
Ability to work in a proactively keeping direct and indirect trends in focus for accounts  
Some knowledge of HP sales & support structures  
Able to track costs and actions for business accountability  
ACSM, CSM, CEL, PSDM, ADM, AOM, ATS, 3LS or comparable past experience a plus    

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.

Complexity
• Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

#LI-POST

Job -

Engineering

Schedule -

Full time

Shift -

First Shift (Brazil)

Travel -

25%

Relocation -

No

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.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement