Proactive Support Manager

Proactive Support Manager

  

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office.

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

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}

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.

Job:

Services

Job Level:

Expert

    

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.