Hewlett Packard Enterprise
AdvancedServiceManager
Neural analysis suggests this role is
optimal for Manager candidates.
“Advanced Service Manager at Hewlett Packard Enterprise. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, customer relations, end-user support, escalations management, leadership, supervisory role. Provide professional solutions to the company end-users, dealers and service providers originating from unresolved escalated case issues received via telephone and written correspondence.. Provide a”
Industry & Context.
Advanced ability to analyze complex business issues, develop innovative solutions, and make independent decisions within established guidelines.
What They're Looking For.
Must Have
2-4 years related experience or a Master's degree and up to 2 years of experience, 4+ years of experience in customer relations or end-user support, including escalations management, 2+ years of experience in a leadership or supervisory role, Advanced communication skills for stakeholder engagement, correspondence, and presentations, Proficiency in operating systems, software, and tools related to customer support and team management, Thorough knowledge of legal standards, consumer rights, and warranty responsibilities in customer relations, with the ability to ensure compliance and mitigate risks
What You'll Do.
Provide professional solutions to the company end-users
dealers and service providers originating from unresolved escalated case issues received via telephone and written correspondence.
Provide an escalation link for the company field employees
executives and channel regarding customer satisfaction issues including availability
price dissatisfaction
product safety issues
complaints with the company and/or its representatives
and complaints regarding an authorized dealer or channel.
Manages and controls activities within a single country or a sub-region which is part of a larger geographical
Manages at least 4 employees and typically between 8 and 15 direct reports.
Manage a team of exempt individual contributors and/or supervisors
ensuring alignment with business objectives and providing guidance to achieve operational and tactical goals.
and manage day-to-day staff activities
ensuring efficient resolution of escalated customer issues and adherence to established policies and procedures.
Identify and implement process enhancements to improve team performance
customer satisfaction
and operational efficiency in alignment with business strategies.
and support the professional growth of direct team members
fostering a high-performance culture and ensuring succession planning.
Monitor program outcomes and team performance metrics
ensuring accountability for delivering results within budget
and quality standards.
Collaborate with senior leadership to align departmental activities with broader organizational goals
providing input on strategic issues and tactical initiatives.
How You'll Work.
Team & Collaboration
Collaborate with senior leadership to align departmental activities with broader organizational goals, providing input on strategic issues and tactical initiatives.; Exceptional verbal and written communication skills, capable of engaging with staff, senior leadership, and external stakeholders effectively.
Communication Scope
Advanced communication skills for stakeholder engagement, correspondence, and presentations; Exceptional verbal and written communication skills, capable of engaging with staff, senior leadership, and external stakeholders effectively.
Process & Methodology
Action Planning, Business Planning, Long Term Planning
Full Job Description
Advanced Service Manager This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office. **Who We Are:** Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE. **Job Description:** Provide professional solutions to the company end-users, dealers and service providers originating from unresolved escalated case issues received via telephone and written correspondence. Provide an escalation link for the company field employees, executives and channel regarding customer satisfaction issues including availability, price dissatisfaction, product safety issues, complaints with the company and/or its representatives, and complaints regarding an authorized dealer or channel. Additional guidance/criteria: Manages and controls activities within a single country or a sub-region which is part of a larger geographical Region; Manages at least 4 employees and typically between 8 and 15 direct reports. Span of Control guidelines may differ from these numbers. **_Responsibilities:_** * Manage a team of exempt individual contributors and/or supervisors, ensuring alignment with business objectives and providing guidance to achieve operational and tactical goals. * Plan, monitor, and manage day-to-day staff activities, ensuring efficient resolution of escalated customer issues and adherence to establi
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