Technical Customer Assurance Manager

Technical Customer Assurance Manager

Description -

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.

If you are currently focused on troubleshooting PC issues/problems, the TCAM (Technical Customer Assurance Manager) role is a unique technical career growth opportunity (primarily BeNeLux clients), building on your baseline PC 2nd Level Support expertise and experience to focus on the more challenging technical problems, offering true technical personal and strategic relationship building with IT Technical counterparts at our largest customers. Being local to and visiting customers is encouraged to help develop the relationship and of course to directly observe and expedite investigating the technical issues.

If you want to expand your baseline excellent HW knowledge to the next level world of Technical Solutions, as well as bring your insights to a fresh and growing positive team within HP, pls contact us.

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 (degree) 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 Dutch 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