Technical Customer Assurance Manager

**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**

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**

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