Service Advisor en Hewlett Packard Enterprise

Service Advisor

  

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.

Job Description:

   

What you’ll do:

The Service Advisor has responsibilities for both the GreenLake and Complete Care Entry services.

These responsibilities include:

Customer Onboarding

During customer onboarding, the Service Advisor participates in internal

and customer kick-off meetings, learns about the customer’s IT

environment and goals, introduces the customer to HPE SC (including

Service Credits administration) and Digital Learner content. The Service

Advisor also sets up critical events in SFDC, stores customer documents

according to HPE document storage retention guidelines, and completes

other activities as detailed in the DC Startup Checklist.

Inventory Management

At the beginning of the HPE Datacenter Care Starter Pack Service support

coverage period, the assigned Service Advisor will develop an inventory of

all the hardware products covered under the Customer’s HPE Datacenter

Care Starter Pack Service environment (through purchase of DC Add-on

Services) and document this in a HPE Datacenter Care Inventory

Workbook. The Service Advisor will work with the customer, ASM (if

applicable), and Sales to help manage changes and maintain an accurate

inventory through the life of the HPE Datacenter Care Starter Pack Service

support coverage period.

Incident Reviews (Semi-annual)

The Service Advisor leads the semi-annual Incident Review, providing

reactive support call information for products covered under DC Add-on

Services.

Support Planning and Review

Service Advisor will collaborate with the ASM (if applicable) to prepare and

deliver the regular Support Planning and Reviews.

Operational Assistance

The Service Advisor provides basic assistance related to the consumption

of the service features, including HPE SC usage, credit management,

service scheduling, HPE education planning and registration.

HPE Service Credits

The Service Advisor educates the customer about administering their

Service Credits on HPE SC. The Service Advisor coordinates with ASM (if

applicable) on planned credit usage as part of the Account Support Plan.

Upon request, the Service Advisor facilitates consumption of Service

Credits for services on the credit menu. For customers’ requests that

cannot be fulfilled using the credit menu and require a custom solution, the

Service Advisor should use the Service Credits Solution Hub.

Account Support Plan (service dependent)

The Service Advisor is responsible for either creating and maintaining or

supporting the creation and maintenance of the Account Support Plan

(ASP), based on the Service Level Agreement.

Support planning and Review (service dependent)

The Service Advisor either conducts or contributes to semi-annual Support

Planning and Review Meetings to ensure customer alignment, realize

value, articulate the added value of proactive services, and accelerate

contractual delivery efforts. The Account Support Plan provides a

framework and template for having value-based discussions with the

customer.

What you need to bring:

Knowledge and Skills

Understanding and ability to demonstrate the main principles of Service

Management.

• Multi-technology awareness

• Excellent verbal and written communication

• Client relationship management

• Project Management

Accountability, Accountability, Active Learning (Inactive), Active Listening, Bias, Business Growth, Change Management, Client Expectations Management, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Centric Solutions, Customer Experience (CX), Customer Feedback, Customer Lifetime Value, Customer Relationship Management (CRM), Design Thinking, Empathy, Follow-Through, Growth Mindset, Infrastructure as a Service (IaaS), Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 5 more}

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.

#india

#operations

Job:

Services

Job Level:

Expert

    

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.

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