Technical Services Manager

Technical Services Manager

This role has been designated as 'Remote/Teleworker', which means you will primarily work from home.

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.

Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert.

Frequently contributes to the development of new ideas and methods.

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 employees.

Responsibilities:


* Monitor, manage and audit case progress


* Prepare and deliver weekly/bi-weekly case reviews to provide current case and RMA status


* Conduct Periodic Operations Reviews in conjunction with the account team to review Juniper product and support performance


* Prepare and deliver Postmortem/Root Cause Analysis on both technical and process issues


* Perform trend analysis on both customers raised and internally identified issues, drive other organizations to develop a problem resolution


* Provide high level software upgrade guidance by providing SW field experience and release schedule - Manage non-technical escalations


* Conduct HPEN Customer Support process training/review sessions


* Document and maintain customer information and educate other Juniper internal resources on the supported customer(s)


* Coordi...