Hewlett Packard Enterprise (HPE) advances the way people live and work. We bring together curious minds to create breakthrough technology solutions, helping our customers make their mark on the world. One of our core principles is belief in the power of people. Recognizing that our people are HPE’s biggest competitive advantage allows us to focus on ensuring that we keep the employee at the center of everything we do - and we trust our Human Resources (HR) division to look after our biggest asset. This includes everything from recruiting activities, administration, compensation, performance management, employee development, as well as the allocation of our industry leading work-life-balance and training programs.
An Escalations Manager ensures that problems get resolved and
issues are addressed at the right level by operating as the support
management point of contact for one or more incidents in a specific
account. These engagements typically involve product, or service
delivery issues that are jeopardizing the Nimble Storage business
relationship and/or sales opportunities with key customers.
Provides responses to escalated issues in a timely fashion by building a virtual, cross-functional team comprised of sales, product management, support, and engineering staff. Responsible for coordinating this team, formulating an action plan, and communicating the results of their efforts to the customer and executive staff. Organizes customer and internal calls, ensures that the customer’s concerns are heard throughout the engagement by all internal parties, and develops Root Cause Analysis documentation as needed.
Transitions the relationship to the sales team, Proactive Support Manager when assigned, or the general support management team when the escalation has been resolved.
Successfully manage technical issues (hardware and software) to resolution 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 lead large, cross- divisional teams or projects. Ability to act as a mentor, guide and leader to other employees.
Ability to recommend, develop and participate in developing strategy.
Ability to act independently, as part of a team or as a team leader and exercise independent judgment.
Ability to articulate clearly, recommend and explain complex technical resolutions to external customers/clients.
Understand, utilize and share knowledge of ITIL.
Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
Provide project management skills and pre and post sales support for assigned incident/customer
Contribute to the development & ongoing management of an Escalation Management dashboard.
Develop the knowledge, experience and ability to engage with/drive the existing HPE PointNext teams.
Highlight recurring causes for escalations with PEAK, Product Management, and Development teams