France SD0- CSO Personal Systems Post sales Business Escalation Manager bei Hp

France SD0- CSO Personal Systems Post sales Business Escalation Manager

Description -

Job scope/summary:

Business Context

Customer Support 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

Being part of the Personal System Quality & Engineering organization, the Advanced Technical Support and Customer Assurance Engineering (ATS&CA) teams provide world class technical elevation and proactive Account/Partner management to customers and partners globally.

The PS EMEA ATS&CA team, covering EMEA theatre, has the charter to provide efficient technical elevations’ resolutions for Personal Systems portfolio, while preventing them by ensuring technical know-how, for all customer facing outsourced companies providing post-sales services on behalf of HP.

Within PS EMEA ATS&CA team, the Business Escalation Manager (BEM) group consisting of 8 professional individuals covering the EMEA markets.

The Business Escalation Manager is a key role in Customer Support organization to drive e2E resolution of most complex post-sales escalations putting HP business at risk.

This position is a strong opportunity for individuals to work in a dynamic customer focused environment and interact with multiple HP organizations such as Sales, Delivery, Advanced Technical Support, Global Business Units and Supply Chain to resolve customer satisfaction issues.

The primary focus for this specific position will be Iberia and Africa subregions, with availability to cover all other EMEA countries when requested.

Job specifics/responsibilities:

• Drive Business Escalation by coordinating all actions and resources to accelerate resolution of post-sales escalations putting HP business at risk for France
• Deliver state of art, effective and regular communications on managed critical escalation cases to Customers and HP management
• Build strong relationship with HP GBU 3LS & Quality teams and CS ATS 2nd Level Support teams (ATS) to increase efficiency of overall resolution process, as well as with Sales and CS organization teams in the region and country
• Create Customer intimacy while working on escalation.
• Cooperate within the team for deployment in the Region of field recovery plans for quality Prime Issues and Factory Quality Escapes.
• Lead assigned key initiatives contributing to define, manage and continuously improve escalation management processes and delivery of customer centric resolutions Develop strong quality advocacy capabilities through proactive engagement on assigned top accounts
• Best cost-effective solution balanced with quality

Working relationships:

Internal

• WW GBU/ EMEA RBU
• All CS EMEA & Supply Chains teams
• Go To Market teams

External

• Local Customers and local Delivery Partners

Education (degree) and professional experience required:

• ≥6 years Post-sales support experience
• Wide understanding of standard post-sales support processes
• Experience in virtual team environment and Customer facing activities (F2F meetings)

Other requirements:

• Fluent in French and English is a must
• Fluency in another major European language would be valued: Spanish, Italian, German

Personal skills and qualities:

• Services & Products quality focus
• Results driven attitude, attention to detail and able to meet deadlines
• Reliable, fast learner and well-organized person with a flexible and responsive attitude
• Real passion for customer satisfaction with Customer centric approach
• Ability to work under pressure and respond to rapid demands with short deadlines with a Positive can-do attitude
• Solid communication skills at executive level
• Strong communication, influencing and negotiation skills
• Out of the box thinking – able to find solutions
• Wide understanding of standard post-sales support processes
• Analyzing & diagnosing skills
• Business acumen
• Innovative & creative solutions
• Excellent teamwork skills / team player for best practice sharing
• Face to Face Customer facings skills

Technical skills

• Project management skills is a plus
• Proficient with PowerPoint to create impactful presentations

Job -

Services

Schedule -

Full time

Shift -

No shift premium (France)

Travel -

Relocation -

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"

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