Advance Technical Support Manager

Business Environment

CSS (Customer Support & Services) EMEA organization is managing support & services delivery for HP Inc consumer & commercial products.

Objectives of the organization are to provide best warranty cost, increase Total Customer Experience and drive Services Revenue Growth.

This position is within the Support Category & Technical Support Organization which main objective are to drive best support offering at affordable costs and provide technical support expertise.

The ATS Manager is responsible to delivers advance technical support for computing products to consumer and commercial customers, contact centers, and partners across EMEA.

Key responsibilities:

oManage a team of HP employees (ATS engineer) with well-defined objectives.

oDeliver an exceptional customer experience.

oMotivate technical support engineers (2LS - ATS) through engagement & performance coaching, career planning and setting educational objectives

oMonitor and ensure organizational goals and contractual commitments are met (e.g. budget/cost, S-NPS, service availability, responses, reports).

oAdvise management and peers on broad organizational, technical, and strategic matters of importance.

oEstablish and manage relationships with subject matter experts and appropriate management, with an objective of developing a strong cooperation between functions.

oFocus on technical elevation prevention, by leading the relationship with all first level technical support to raise their technical level.

oAdvocate customer technical issues to product division

Qualifications

Typically a Bachelor’s degree or equivalent experience required 6-8 related experience in customer support with proven managerial abilities

Demonstrated business acumen in order to define key focus area and define priorities

Experience in Operational environment

Domain Knowledge: experience in the technical customer support arena

Ability to manage change

High level of creativity, energy and autonomy.

Demonstrated leadership skills, including team-building, conflict resolution, and management by influence

Strong communication skills

Ability to manage executive level communications

Analytical and problem solving skills

Decision making skills

Fluent in English