Proactive Support Manager

Proactive Support ManagerThis role has been designed as ''Onsite' with an expectation that you will primarily work 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:

The Proactive Support Manager (PSM) will provide support guidance, advocacy and account management for all  HPE-Services Storage requests/requirements.

The  Proactive Support Manager who will provide:

• Creating reports

• Joining customer meetings depending on the type of contract and frequency

• Reactive Support – assist with escalations and cases as needed

• Education

• Account Management – maintain up-to-date account records

• Proactive Support – open proactive cases, monitor as needed

• Best Practice Guidance / Upgrade planning

Job specifics/responsibilities:

• Create reports depending on frequency detailed by the Proactive Support agreement purchased
• Track customer Proactive support contracts and advise when the contract needs to be renewed working with the account team assigned to the customer
• Provide HPE  Storage related input for the Account Support Plan
• Participate in Support Activity Review meetings
• Creation of HPE report materials and P1 event post mortems (PSM reports).
• Provide input to the ASM/Service Advisor  for inventory management and true-up activities (As needed)
• HPE Nimble storage support introduction (during onboarding)
• Coordinate HPE Infosight/DSCC  training Twice a year
• Provide escalation management for Proactive supported customers reactive cases
• Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission- critical). .
• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
• Ability to act as a mentor and guide other employees. Ability to provide direction and guidance to process improvements.

Education (degree) and professional experience required:

• First Level University degree: a) technical, b) non-technical (i.e., Bachelor of Arts/ Science). Typically 3-4 year completion beyond High School level, BA/BS or equivalent experience.
• 5-7 years experience in relevant technologies and customer environments.
• Relevant industry qualification where applicable.
• Good known track record
• Fluent in written and verbal English
• Fluency in key European Languages would be a significant benefit (French, Spanish, German, Italian)

Personal skills and qualities:

• Good communication skills
• Ability to self manage their tasks
• Quick to make things happen
• Good Administration
• Team player
• Can do attitude

Technical skills:

• Nimble
• Alletra 5xxx and 6xxx
• Alletra MP B10000
• Alletra X10000
• 3 Par
• Primera
• Any Storage experience
• MS Office
• Salesforce

Additional Skills:

Accountability, Accountability, Action Planning, Active Learning (Inactive), Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 5 more}

What We Can Offer You:

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. 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.

Let's Stay Connected:

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

Job:

Services

Job Level:

Expert

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

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