Technical Customer Assurance Manager Personal Systems

hace 4 semanas


Las Rozas, Madrid, España HP Inc. A tiempo completo

Being part of the HP Customer Support & Services Delivery organization, the Advanced Technical Support and Customer Assurance (ATS&CA) teams provide world class technical elevation and issue resolution along with a proactive Account management.

The Technical Customer Assurance Manager will increase customer satisfaction by providing superior post-sales technical support for PC's covering primarily Iberian clients.

To be successful in this role, a Technical Customer Assurance Manager should have excellent PC technical skills and knowledge, as well as interpersonal skills. Ultimately, a good Technical Customer Assurance Manager is tech-savvy, analytical, and well organized.

This individual contributor position is a very visible role with a strong opportunity to work in a dynamic and customer focused environment and interact with multiple HP organizations.

Job specifics/responsibilities:

Technical Customer Assurance Manager (TCAM) role:

  • Providing after-sales. technical support to customers
  • Answering product-related queries in a timely manner.
  • Maintaining customer relationships and ensuring customer satisfaction.
  • Identifying hardware and software solutions.
  • Troubleshooting technical issues (HW / SW / Network)
  • Speaking to customers to quickly get to the root of their problem.
  • Providing timely and accurate customer feedback.
  • Following up with clients to ensure the problem is resolved.
  • Supporting the roll-out of new hardware
  • Providing support in the form of procedural documentation.
  • Working in a collaborative and a cohesive manner with key HP business units the TCAM works across functions to lead solutions for customer problems, provides installed base performance data and analysis, proactive information including advisories and pre-alerts with the goal to maximize systems up-time and reduce services and incident rates.
  • Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors requiring deep knowledge of HP PCs environments.
  • Performs root cause analysis of technical issues that drive support inefficiencies and develop actions and plans to reduce their impact at the account level.
  • Responsible for the success of large deployments on commercial accounts.
  • Deliver technical trainings to Customer IT department.

Education (degree) and professional experience required:

  • Technical Degree in computer science
  • Wide understanding of standard post-sales support processes with proven experience in PC technical support.
  • Experience in virtual team environment
  • Track record of direct customer interaction and successful problem resolution

Other requirements:

  • Fluent in Spanish and English
  • All other languages (esp. French) would be a real differentiator.

Personal skills and qualities:

  • Excellent communication skills (up to executive level.) and interpersonal skills.
  • Strong presentation, influencing and negotiation skills.
  • Excellent teamwork skills / team player
  • Results driven attitude, attention to detail and ability 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 react quickly to urgent requests and Positive can-do attitude.
  • Out of the box thinking - ability to find innovative & creative solutions.
  • Superior problem-solving skills
  • Business acumen
  • Stress management while managing multiple cases at one time.

Technical skills

  • Master PC technical knowledge (Hardware & PC Manageability tools)
  • Microsoft OS & Microsoft Intune expert (other Operating System proficiency is a plus)
  • Network proficiency
  • Some level of project management proficiency.
  • Proficiency to extract data out of systems, critically evaluate the result of data extractions, and build adhoc reporting (PowerBI... )
  • Microsoft Excel (up to Pivot Table creation).
  • Proficient with PowerPoint to create impactful presentation.

Entity: Sales and Services

Disclaimer

  • This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

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).



  • Technical Consultant

    hace 5 días


    Las Rozas, Madrid, España Hewlett Packard Enterprise A tiempo completo

    Technical ConsultantThis role has been designated as 'Edge', which means you will primarily work outside of an HPE office.Hewlett Packard Enterprise advances the way people live and work. We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world.We're solving the world's most complex...


  • Las Rozas, Madrid, España HEWLETT-PACKARD SERVICIOS ESPAÑA S.L. A tiempo completo

    Hewlett Packard Enterprise advances the way people live and work. We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world. At HPE we believe in bold moves, the power of "Yes we can", and being a force for good. Our work thrives on differences, feeling creativity to give our...


  • Las Rozas, Madrid, España Johnson Controls International A tiempo completo

    For our Retail Division we are looking for a: Field Technical Support EngineerSensormatic Solutions assists retailers in providing seamless personalized experiences by facilitating accurate decision-making throughout the organization. We establish connections and bridge gaps within retail enterprises to offer crucial real-time insights into inventory,...


  • Las Rozas, Madrid, España Johnson Controls A tiempo completo

    Senior Solutions Manager IOT - A Coruña:Sensormatic Solutions, the leader in Loss Prevention, Inventory, and Shopper Experience Solutions, is looking for a Leader who is focused on delivering emerging technology solutions in a lean startup mode for the newly formed customer focused team in Coruna, Spain.What you will do You will lead HW & SW...


  • Las Rozas, Madrid, España Johnson Controls International A tiempo completo

    For our Retail Division we are looking for a: Field Technical Support Engineer Sensormatic Solutions helps retailers deliver frictionless personalized experiences by powering accurate decision-making across the enterprise. We make connections and bridge gaps across retail enterprises to deliver critical, real-time insights into inventory, shoppers,...


  • Las Rozas, Madrid, España Johnson Controls International A tiempo completo

    For our Retail Division we are looking for a:RFID Field Technical Support EngineerSensormatic Solutions helps retailers deliver frictionless personalized experiences by powering accurate decision-making across the enterprise. We make connections and bridge gaps across retail enterprises to deliver critical, real-time insights into inventory, shoppers,...


  • Las Rozas, Madrid, España Johnson Controls International A tiempo completo

    For our Retail Division we are looking for a: Field Technical Support Engineer Sensormatic Solutions helps retailers deliver frictionless personalized experiences by powering accurate decision-making across the enterprise. We make connections and bridge gaps across retail enterprises to deliver critical, real-time insights into inventory, shoppers,...


  • Las Rozas, Madrid, España Johnson Controls International A tiempo completo

    For our Retail Division we are looking for a: Field Technical Support Engineer Sensormatic Solutions helps retailers deliver frictionless personalized experiences by powering accurate decision-making across the enterprise. We make connections and bridge gaps across retail enterprises to deliver critical, real-time insights into inventory, shoppers,...


  • Las Rozas, Madrid, España Johnson Controls International A tiempo completo

    For our Retail Division we are looking for a: Field Technical Support Engineer Sensormatic Solutions helps retailers deliver frictionless personalized experiences by powering accurate decision-making across the enterprise. We make connections and bridge gaps across retail enterprises to deliver critical, real-time insights into inventory, shoppers,...


  • Las Rozas, Madrid, España Triodos Spain A tiempo completo

    Sigue a tu corazón. Usa la cabeza.El dinero siempre pone las cosas en movimiento. En Triodos Bank, con nuestros 1.700 colaboradores, hacemos que el dinero trabaje para lograr un cambio social positivo. Inspirados por esta misión, llevamos 40 años financiando empresas, organizaciones y proyectos que buscan lograr un cambio positivo en los ámbitos social,...

  • Project Manager Bms

    hace 5 días


    Las Rozas, Madrid, España Johnson Controls A tiempo completo

    Job DetailsTo support our team in our BMS - Johnson Controls business unit in Spain, we are currently looking for a:Project Manager BMS:JCI has installed over the last years, complex integrated BMS, Security and Fire systems to key accounts in Madrid.What you will doThe main goal of this position is, in close collaboration with customer, to optimize the...


  • Las Rozas, Madrid, España Hewlett Packard Enterprise A tiempo completo

    Trainer on HPE Telecommunication products and solutionsThis role has been designated as 'Edge', which means you will primarily work outside of an HPE office.Brief Summary Of The Role:The role's main objective is to deliver technical training courses on HPE CMS Assurance products and solutions to customers, HPE CMS Delivery and HPE CMS...


  • Las Rozas, Madrid, España Adecco A tiempo completo

    ¿Tienes experiência en gestión de equipo y clientes? ¿Te apasiona la tecnología? Si es que sí, sigue leyendo.Desde Adecco buscamos un perfil para la implantación de un área de Customer Service en una empresa tecnológica en pleno crecimiento.Funciones: Desarrollo de proyectos de consultoría de experiência de clientes. Creación del Customer Journey...


  • Las Rozas, Madrid, España Geox A tiempo completo

    Assistant Store Manager - Geox - La Roca VilageGeox is a leading footwear brand known for its innovative and technological solutions that ensure breathability and waterproofing.Job Overview:Dynamic work environment promoting teamwork and staying up-to-date with the latest trends.Ongoing training in service and product models, opportunities for professional...


  • Las Rozas, Madrid, España Corning A tiempo completo

    Date:Aug 23, 2023Location: Madrid, M, ES, 28232Company:CorningCorning Optical Communications offers the broadest range of end-to-end fiber optic and copper product solutions for customers' telecommunications networks. Our customer-focused solutions include cables, connectors, and related hardware, and network services that include network design, project...


  • Las Rozas, Madrid, España Johnson Controls A tiempo completo

    Job DetailsAt Johnson Controls, we are shaping the future for a safe, comfortable, and sustainable world. Our global team creates innovative, integrated solutions for better connected cities, smarter buildings, and more efficient vehicles. We are passionate about improving how we live, work, and play together in this world. The future calls for bold ideas,...


  • Las Rozas, Madrid, España ASICS A tiempo completo

    Assistant Store Manager - FO Las Rozas: APPLY NOWWe believe that movement is the key to getting the most out of life. Movement makes us happier, healthier and more in-tune with the world around us. It's movement that leads to a sound mind in a sound body. And it's movement that can improve a day, a life and even a whole community. Which is why everything we...

  • Service Manager

    hace 6 días


    Las Rozas, Madrid, España Johnson Controls A tiempo completo

    Service Manager - Sensormatic Solutions (A Coruña):Sensormatic Solutions helps retailers deliver frictionless personalized experiences by powering accurate decision-making across the enterprise. We make connections and bridge gaps across retail enterprises to deliver critical, real-time insights into inventory, shoppers, associates and the retail...


  • Las Rozas, Madrid, España Johnson Controls A tiempo completo

    At Johnson Controls, we are shaping the future for a safe, comfortable, and sustainable world. Our global team creates innovative, integrated solutions for better connected cities, smarter buildings, and more efficient vehicles. We are passionate about improving how we live, work, and play together in this world. The future calls for bold ideas,...


  • Las Rozas, Madrid, España Johnson Controls A tiempo completo

    Job DetailsWhat You Will DoDue to growth we have an exciting opportunity for a Global Marketing Automation Manager to join our ADT organisation, sitting within the newly established marketing Centre of Excellence (CoE). This is a unique opportunity partnering with multiple teams across the business, owning the marketing automation strategy and execution to...