Product Support Manager

Job Summary

This role is responsible for overseeing critical technology areas and customer groups, providing strategic account support, and maintaining advanced technical proficiency and industry awareness. The role designs support solutions, fosters customer relationships, and acts as a trusted advisor in service delivery. The role contributes to complex projects, establishes policies, and mentors lower-level employees while building productive internal and external relationships.

Responsibilities

1. Oversees multiple critical or high-risk technology areas or customer groups, while integrating technical proficiency and business insight to devise customer-oriented solutions.
2. Delivers strategic account support by consistently upholding advanced technical and operational prowess and staying abreast of industry dynamics.
3. Evaluates support plans based on business indicators and aligns them with the organization’s service solutions.
4. Cultivates and expands relationships with complex and strategic customer accounts, thereby nurturing growth.
5. Acts as a trusted advisor and consultant, for both customers and the organization, in service delivery, whether related to business, technology, industry, or specific applications.
6. Designs and executes support solutions, leading the team’s efforts towards comprehensive solution planning, execution, and management.
7. Develops and presents Value Based Delivery (VBD) account plans tailored to specific accounts and leads customer expectation management within the escalation process.
8. Contributes inputs to operational methods and initiatives that could impact business management strategies within a given geographic area.
9. Applies advanced subject matter knowledge, leads, and contributes to complex projects, and exercises independent judgment in resolving business issues and establishing policies.
10. Develops and builds productive internal/external working relationships and may provide mentoring and guidance to lower-level employees.

Education & Experience

1. Four-year or Graduate Degree in Computer Science, Information Systems, or any other related discipline or commensurate work experience or demonstrated competence.
2. Typically has 7-10 years of work experience, preferably in HP products in customer base, account management, computer customer support, onsite customer support, mission critical, systems experience, or a related field.

Preferred Certifications

1. ITIL Certifications

Knowledge & Skills

1. Automation
2. Chemistry
3. Commissioning
4. Customer Relationship Management
5. Customer Support
6. Electrical Engineering
7. Electromechanics
8. Electronics
9. Environment Health And Safety
10. Field Service Management
11. Hand Tools
12. Key Performance Indicators (KPIs)
13. Operating Systems
14. Preventive Maintenance
15. Process Improvement
16. Safety Standards
17. Technical Services
18. Technical Support
19. Technical Training
20. Test Equipment

Cross-Org Skills

1. Effective Communication
2. Results Orientation
3. Learning Agility
4. Digital Fluency
5. Customer Centricity

Impact & Scope

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

Complexity

1. 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.