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Customer Manager – HPE Storage Products
Hewlett Packard Enterprise. Support the US region during US business hours while working India evening/night hours .
About the role
Key responsibilities & impact- Support the US region during US business hours while working India evening/night hours
- Provide proactive support for HPE Storage Products, including MP Block, MP File, and MP Object
- Resolve complex hardware and software technical issues from internal and external businesses, end users, and proactive notification systems
- Respond to service, product, technical, and customer-relations questions about features, specifications, repairs, products, parts, and options
- Proactively help businesses and end users avoid or reduce problem occurrence
- Recommend and explain resolutions to clients
- Provide direction and guidance for process improvements and establish policies
- Mentor newer employees and guide other employees
- Represent HPE at customer-location visits, industry conferences/trade shows, and vendor meetings
- Partner with the Sales Pursuit team
- Document solutions for technicians and customers
- Lead resolution activities with escalated customers
- Contribute to technical action plans
- Apply advanced storage-product subject matter expertise and contribute to new ideas, methods, and automation
Requirements
What you’ll need- Vocational apprenticeship/certification completion; may be technical or non-technical
- Associate degree or equivalent experience
- BA/BS or equivalent experience preferred
- 3–5 years of experience in relevant technologies and customer environments
- Relevant industry qualification where applicable
- Fluent/native English and Spanish region language
- Storage and/or host virtualization skills or relevant HPE Storage product experience, including MP Block
- Excellent verbal and written communication skills in the supported language
- Technical-environment troubleshooting experience
- Analytical and problem-solving skills
- Computing, storage, and peripheral-device software and hardware knowledge
- Advanced proficiency with case-management databases and tools
- Customer service skills
- Phone and remote-support skills
- Understanding and utilization of ITIL
- Ability to work an 8-hour late-night shift within 5:30 PM–2:30 AM Bengaluru time
- Ability to mentor and guide employees
- Ability to lead resolution activities with escalated customers
Benefits
Comp & perks- Comprehensive suite of benefits supporting physical, financial, and emotional wellbeing
- Personal and professional development programs
- Flexible work and personal needs management
- Inclusive workplace
- Workplace accommodations for applicants with disabilities