Job Description

Business Escalations Manager

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This role is responsible for solving highly complex business escalations by closely working with functional teams in CS and GBU, guiding them to embed quality requirements, processes, and practices throughout the lifecycle of product support. The role requires sound knowledge of HP personal system products and overall HP support ecosystem. The role leverages advanced subject matter knowledge to lead quality programs and initiatives by integrating cutting-edge technologies, and champion quality initiatives across various domains.

Responsibilities

• Successfully resolve critical and complex technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems
• Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (for example warranty through enterprise)
• May need to travel to customer site locally or abroad as needed
• Proactively assist customers to avoid or reduce problem occurrence
• Participate in projects for process to drive overall product quality improvement

Education & Experience Recommended

• University degree in an Engineering field
• Minimally 7 years of sound technical experience, or equivalent combination of experience
• Sound knowledge of operating system level debugging, supply chain customer management expertise and well versed with security solutions
• Superior skills in both written and verbal communication
• Experience in customer facing role either remote or face to face
• Technical proficiency with applicable software applications (Windows, Microsoft Office, Networking and Security Solutions)
• Problem solving skills
• Knowledge of Knowledge Management Systems and appropriate documentation to the system

Preferred Certifications
MD100/101, CCNA, CCNP, SCCM, MS Certifications

Knowledge & Skills
• Agile Methodology
• Computer Science
• Continuous Improvement Process
• Corrective And Preventive Action (CAPA)
• Data Analysis
• Good Manufacturing Practices
• New Product Development
• Process Improvement
• Product Quality (QA/QC)
• Project Management
• Quality Management
• Quality Management Systems
• Risk Management
• Root Cause Analysis
• Test Automation
• Test Planning

Cross-Org Skills
• Effective Communication
• Results Orientation thru Team Work
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
Impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.

Complexity
Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.

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.

Job -

Services

Schedule -

Full time

Shift -

No shift premium (India)

Travel -

25%

Relocation -

No

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).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “ Know Your Rights: Workplace Discrimination is Illegal"