TECHNICAL CUSTOMER ASSURANCE MANAGER

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 (Brasil) Travel - 25% Relocation - No Equal Opportunity Employer (EEO) - HP, Inc.
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