Hewlett Packard (HP) Vacancy for a Customer Support Manager
Hewlett Packard - HP is a technology company that operates in more than
170 countries around the world. We explore how technology and services
can help people and companies address their problems and challenges, and
realize their possibilities, aspirations and dreams.
We apply new
thinking and ideas to create more simple, valuable and trusted
experiences with technology, continuously improving the way our
customers live and work.
Hewlett Packard - HP is recruiting to fill the position below:
Job Title: Customer Support Manager
Job Code: 1498267
Location: Lagos
Schedule: Full-time
Job Descriptions
- In the highly competitive PC and Printer market where after
sales support excellence is a major sales differentiator, Customer
Services and Support (CSS) EMEA develops, manages and supplies Warranty
and Services Support Services to HP Inc. EMEA Customers by delivering a
superior Customer Experience at a competitive cost.
- Services and Support is delivered through the channel
(distributors, retailers or Service One partners) or by HP Suppliers.
Customers can contact HP directly through the HP Contact Centre or go
directly to a repair partner. Alternatively customers can get indirect
support by going through retailers or distributors.
- A fundamental objective is to support the sales team to grow
service and hardware sales through excellent service and support
delivery.
Responsibilities
- Manage HP support services at country level across all go-to-markets.
- Ensure that HP end to end support services meet customers’ expectations.
- Turn HP support services into a key sales differentiator.
- Interact with Country (Sales and Country Managers) and Customer Services and Support (CSS) stakeholders.
- Own Market Intelligence in Support, benchmarking vs competition and assess legal conditions.
- Deploy country support mix strategy & support/service programs with Partners in the Retail Channel.
- Deploy local flavor of infrastructure and Supply Chain changes
- Take an active role/lead in projects to improve customer services.
- Manage Support Partners Accounts (Channel Partners and
Subcontractors) across the partner life cycle management: selection,
qualification, education, communication, operational performance
management, compensation.
- Manage communication with Partners (quarterly business reviews (QBRs) ).
Qualifications
Education and Experience Required:
- Typically 5- 8 years’ experience in the industry, in the Channel environment, Consumer and/or Commercial/Enterprise segments.
- Experience in Partner Account Management, in Sales, in Procurement will be valuable assets.
- Master level in engineering or in business.
- Languages: Excellent skills in English (written & oral). Other languages will be useful.
Partner Management:
- Driving the partner management processes and cycle end to end
(validation, qualification, compensation) with the support of the
engineering and operational resources of the team
- Demonstrating negotiation, influence and communication capabilities
Collaborative team player:
- High comfort level in working across cultural and geographic
boundaries and with senior management. Interaction with Sales, Category
management in the Country with Operations, Engineering, and Program
management teams in the region central functions.
- Solid presentation skills and the ability to quickly respond in a high pressure environment.
Knowledge and Skills Required:
- Moderate knowledge of IT and services industry
- Knowledge of company organization, policies, HP Services (HPS),
services offerings, end to end processes, tools, and routes to market is
considered an asset. General technical understanding of products.
- Proficiency with desktop applications and familiarity with financial reporting tools
- Moderate level of planning, project management and change management skills
- Good communication skills & Influence within team.
- Problem detection and analysis of root causes
- Leading teams to achieve results
High level of business acumen:
- Understanding business and key success drivers
- Ability to bridge operational performance and financial results
How to Apply
Interested and qualified candidates should:
Click here to apply