Proactive Support Customer Manager for HPE Storage Products, Germany/UKIMEA Region

Proactive Support Customer Manager for HPE Storage Products, Germany/UKIMEA Region

This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office.

Job Description:

Proactive Support Account Manager for HPE Storage Products, including MP Block, MP File and MP Object. Applies advanced subject matter knowledge in storage products to solve complex business issues and is regarded as a subject matter expert on storage products. Frequently contributes to the development of new ideas and methods, as well as automation. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower level or newer employees.

Customer Solution Centers are made up of teams that provide remote (offsite) service; customer access, pre-sales, post-sales, and service delivery. Technical teams focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems.

How you will make your mark:

• Communicate with customers using business German and English.

• Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.

• 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.

• Ability to articulate clearly, recommend and explain resolutions /clients.

• Understand and utilize ITIL.

• Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.

About you:

• 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, in storage products and virtualization.

• Fluent or Native Level German, can conduct meetings with cirtical customers using business German.

• Fluent or Native Level English, can conduct meetings with cirtical customers using business English.

• Storage and/or host (virtualization) skills or relevant experience in HPE Storage products, including MP Block.

• Excellent verbal and written communication skills in Enlgish, as well as language to be supported.

• Advanced troubleshooting skills in a technical environment.

• Excellent analytical and problem solving skills.

• Advanced Software and hardware knowledge of computing, storage and peripheral devices.

• Specific knowledge and training with the company's products. Knowledge of multiple product lines (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.).

• Advanced proficiency with case management databases and tools.

• Superior customer service skills.

• Phone and remote support experience. E-support experience, knowledge and resolution ability.

• Ability to solve and document solutions for usage of other technicians and customers.

• Ability to mentor new agents.

• Ability train peers on solutions.

• Ability to take full ownership for resolution with escalated customers.

• Ability to lead technical action plans.

• Lead or provide expertise to teams or projects.

• Highly Developed knowledge of more complex solutions.

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

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.

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Job:

Services

Job Level:

Specialist

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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