Being part of the HP Solutions organization, the Advanced Technical Support and Customer Assurance (ATS&CA) teams provide world class technical elevation and issue resolution along with a proactive Account management.
The Technical Customer Assurance Manager (TCAM) will increase customer satisfaction by providing superior post-sales technical support, including on-site visits, for PC’s covering primarily German clients.
To be successful in this role, a TCAM should have excellent PC technical skills and knowledge, as well as interpersonal skills. Ultimately, a good Technical Customer Assurance Manager is tech-savvy, analytical, and well organized.
This individual contributor position is a very visible role with a strong opportunity to work in a dynamic and customer focused environment and interact with multiple HP organizations.
Responsibilities:
Providing after-sales technical support to customers
Answering product-related queries in a timely manner
Maintaining customer relationships and ensuring customer satisfaction
Identifying hardware and software solutions
Troubleshooting technical issues (HW / SW / Network)
Speaking to customers to quickly get to the root of their problem
Providing timely and accurate customer feedback
Following up with clients to ensure the problem is resolved
Supporting the roll-out of new hardware
Providing support in the form of procedural documentation
Working in a collaborative and a cohesive manner with key HP business units, the TCAM works across functions to lead solutions for customer problems, provides installed base performance data and analysis, proactive information including advisories and pre-alerts with the goal to maximize systems up-time and reduce services and incident rates
Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors requiring deep knowledge of HP PCs environments
Performs root cause analysis of technical issues that drive support inefficiencies and develop actions and plans to reduce their impact at the account level
Responsible for the success of large deployments on commercial accounts
Deliver technical trainings to Customer IT department
Education and professional experience required:
Technical Degree in Computer Science
Wide understanding of standard post-sales support processes with proven experience in PC technical support
Experience in virtual team environment
Track record of direct customer interaction and successful problem resolution
Other requirements:
Fluent in German and English
All other languages would be a real differentiator
Personal skills and qualities:
Excellent communication skills (up to executive level) and interpersonal skills
Strong presentation, influencing and negotiation skills
Excellent teamwork skills / team player
Results driven attitude, attention to detail and ability to meet deadlines
Reliable, fast learner and well-organized person with a flexible and responsive attitude
Real passion for customer satisfaction with Customer centric approach
Ability to react quickly to urgent requests and Positive can-do attitude
Out of the box thinking – ability to find innovative & creative solutions
Superior problem-solving skills
Business acumen
Stress management while managing multiple cases at one time.
Technical skills:
Master PC technical knowledge (Hardware & PC Manageability tools)
Microsoft OS & Microsoft Intune expert (other Operating System proficiency is a plus)
Network proficiency
Some level of project management proficiency
Proficiency to extract data out of systems, critically evaluate the result of data extractions, and build adhoc reporting (PowerBI…)
Microsoft Excel (up to Pivot Table creation)
Proficient with PowerPoint to create impactful presentation
What do we have to offer?
Employee-oriented corporate culture - our «HP Way»: We value enthusiasm, regular feedback, trust and respect within our teams. We want to promote meaningful innovation within each and every employee by giving them the opportunity to grow from their mistakes and get new inspirations through collaboration in our regional/global teams
A well-adjusted work-life-balance due to flexible working hours and home office regulations
Attractive salary package with additional benefits, such as 30 paid leave days, company pension plans, a long-term time account, bike leasing, employee counselling programs, wellness initiatives etc.
Equal opportunities and continuous career development, e.g. as part of the global mentoring programs, e-learning platforms
Multiple Employee Impact Networks such as Next Generation Network, Women’s Network and Pride Network which organize interesting trainings and after-work events to expand your network
You are convinced to be a perfect match? Then join our HP family and apply now (please provide CV in English)!
You want to know more about us? Then click here to get more insight into our «HP Way» :
www.instagram.com/hpcareers
www.linkedin.com/company/hp
www.jobs.hp.com
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.
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