Technical Customer Assurance Manager Personal Systems

Job content

Job Scope/summary

Being part of the HP Customer Support & Services Delivery 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 will increase customer satisfaction by providing superior post-sales technical support for PC’s covering primarily Switzerland clients.

To be successful in this role, a Technical Customer Assurance Manager 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.

Job Specifics/responsibilities

Technical Customer Assurance Manager (TCAM) role:

• 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 (degree) And Professional Experience Required

• Technical Degree in computer science
• Wide understanding of standard post-sales support processes with proven experience in technical support
• Experience in virtual team environment
• Track record of direct customer interaction and successful problem resolution
  

Other Requirements

• Fluent in French & English
• German would be a real differentiator and languages would be an asset
  

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.
  

About HP

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