Service Segment Mgmt

Service Segment Mgmt This role has been designed as Hybrid with an expectation that you will work on average 2 days per week 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 HPE Operations is our innovative IT services organization It provides the expertise to advise integrate and accelerate our customers outcomes from their digital transformation Our teams collaborate to transform insight into innovation In today s fast paced hybrid IT world being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities Deploy the right technology to respond quickly to market possibilities Join us and redefine what s next for you What you ll do Job Family Definition 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 Management Level Definition Applies developed subject matter knowledge to solve common and complex business issues and recommends appropriate alternatives Works on problems of diverse complexity and scope May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process Exercises independent judgment to identify and select a solution Ability to handle most unique situations May seek advice in order to make decisions on complex business issues Responsibilities 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 team or project leader providing direction to team activities and facilitates information validation and team decision- making process Review and may resolve complex business issues Excellent communication skills Add case resolution to KMS Understand and utilize Information Technology Information Libraries ITIL Represent the company in a face to face customer location visit industry conference trade show vendor meeting etc Partners frequently with the Sales Pursuit team What you need to bring Education and Experience Required Vocational apprenticeship certification completion May be technical or non-technical May include on- the-job training in addition to studies In some locations completion may be recognized by diploma Advanced programs may be 2 years Associate degree first attainable degree at the post-high school level Typically 2 year completion beyond High School level i e Associate of Arts GCE A level Singapore etc or equivalent experience BA BS or equivalent experience preferred 5 years experience in relevant technologies and customer environments Relevant industry qualification where applicable Knowledge and Skills Excellent verbal and written communication skills in language to be supported Experience in troubleshooting in a technical environment Excellent analytical and problem solving skills Software and hardware knowledge of computing storage and peripheral devices Advanced proficiency with case management databases and tools Superior customer service skills Phone and remote support Partners frequently with the Sales Pursuit team Ability to solve and document solutions for usage of other technicians and customers Ability to mentor new agents Ability to lead resolution activities with escalated customers Ability to contribute to technical action plans Focus on one or more product lines for example proactive reactive storage enterprise systems etc Additional Skills Accountability Accountability Action Planning Active Learning 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 on Instagram to see the latest on people culture and tech at HPE india operations Job Services Job Level Specialist 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 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 No Fees Notice Recruitment Fraud Disclaimer It has come to HPE s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates These scammers often seek to obtain personal information or money from candidates Please note that Hewlett Packard Enterprise HPE its direct and indirect subsidiaries and affiliated companies and its authorized recruitment agencies vendors will never charge any candidate a registration fee hiring fee or any other fee in connection with its recruitment and hiring process The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification Any candidate individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk and HPE disclaims liability for any damages or claims that may result from any such communication