Technical Services Manager

Hewlett Packard Enterprise • Houston, TX

22h • Remote

About The Position

Technical Services Manager This role has been designated as ‘Remote/Teleworker’, which means you will primarily work from home. Who We Are: Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE. 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. Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower-level employees.

Requirements

• 5+ years of experience in supporting large, complex, IP-based networks.
• Bachelor’s degree required (BSCS or BSEE preferred); Master’s degree or MBA is a plus.
• Solid technical understanding of the following areas: Internet firewalls, IPSec, VPNs, Intrusion detection/prevention, OSPF, BGP, MPLS, Multicast, QoS and network management.
• Must have a passion for the Internet and the new technologies related to it.
• Must be proficient with Microsoft Office and have strong data analysis skills.
• Must have strong communication, interpersonal and leadership skills and have demonstrated a history of high-level achievement in cross-functional organizations.
• Must be located in or near the greater Houston, Texas area, with the ability to support occasional regional travel as needed.

Nice To Haves

• 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

Responsibilities

• Monitor, manage and audit case progress
• Prepare and deliver weekly/bi-weekly case reviews to provide current case and RMA status
• Conduct Periodic Operations Reviews in conjunction with the account team to review Juniper product and support performance
• Prepare and deliver Postmortem/Root Cause Analysis on both technical and process issues
• Perform trend analysis on both customers raised and internally identified issues, drive other organizations to develop a problem resolution
• Provide high level software upgrade guidance by providing SW field experience and release schedule
• Manage non-technical escalations
• Conduct HPEN Customer Support process training/review sessions
• Document and maintain customer information and educate other Juniper internal resources on the supported customer(s)
• Coordinating support efforts among multiple organizations

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level