Advanced Service Manager

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:

Provide professional solutions to the company end-users, dealers and service providers originating from unresolved escalated case issues received via telephone and written correspondence. Provide an escalation link for the company field employees, executives and channel regarding customer satisfaction issues including availability, price dissatisfaction, product safety issues, complaints with the company and/or its representatives, and complaints regarding an authorized dealer or channel.

Additional guidance/criteria: Manages and controls activities within a single country or a sub-region which is part of a larger geographical Region; Manages at least 4 employees and typically between 8 and 15 direct reports. Span of Control guidelines may differ from these numbers.

Responsibilities:

• Manage a team of exempt individual contributors and/or supervisors, ensuring alignment with business objectives and providing guidance to achieve operational and tactical goals.
• Plan, monitor, and manage day-to-day staff activities, ensuring efficient resolution of escalated customer issues and adherence to established policies and procedures.
• Identify and implement process enhancements to improve team performance, customer satisfaction, and operational efficiency in alignment with business strategies.
• Recruit, mentor, and support the professional growth of direct team members, fostering a high-performance culture and ensuring succession planning.
• Monitor program outcomes and team performance metrics, ensuring accountability for delivering results within budget, timeline, and quality standards.
• Collaborate with senior leadership to align departmental activities with broader organizational goals, providing input on strategic issues and tactical initiatives.

Education and Experience Required:

• Typically, a Bachelor's degree or equivalent experience and 2-4 years related experience or a Master's degree and up to 2 years of experience.
• 4+ years of experience in customer relations or end-user support, including escalations management.
• 2+ years of experience in a leadership or supervisory role.
• Advanced communication skills for stakeholder engagement, correspondence, and presentations.
• Proficiency in operating systems, software, and tools related to customer support and team management.
• Thorough knowledge of legal standards, consumer rights, and warranty responsibilities in customer relations, with the ability to ensure compliance and mitigate risks.

Knowledge and Skills:

• Strong ability to lead, motivate, and manage teams, including exempt contributors and supervisors, while fostering collaboration and accountability.
• In-depth understanding of operational processes and policies, with the ability to monitor activities, resolve escalations, and drive efficiency improvements.
• Ability to align team activities with organizational strategies, providing insights and recommendations for process and program improvements.
• Exceptional verbal and written communication skills, capable of engaging with staff, senior leadership, and external stakeholders effectively.
• Advanced ability to analyze complex business issues, develop innovative solutions, and make independent decisions within established guidelines.
• Strong skills in mentoring, coaching, and supporting professional growth, ensuring the team achieves high performance and maintains engagement.

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Relationship Management (CRM), Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 6 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.

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Job:

Services

Job Level:

Manager_1

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.

No Fees Notice & Recruitment Fraud Disclaimer

It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates. These scammers often seek to obtain personal information or money from candidates.

Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.