15 days old

Specialized Account Engineer (Installation/Implementation and Breakfix services) (Highlands Ranch, CO area)

Hewlett Packard Enterprise
Denver, CO 80204
  • Job Code
    1091741

Hewlett Packard Enterprise advances the way people live and work. We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world.

Our new innovative IT services organization is HPE Pointnext. We have the expertise to advise, integrate, and accelerate our customers outcomes from their digital transformation.

Within the family there is a range of technical and managerial customer on-site functions. The family of jobs is focused on managing the onsite delivering of software services, pre-sales, post-sales or service delivery support, installation and configuration for customer environments. The jobs solve various business systems, networking and applications problems for standard industry servers, specialized or complex clustered environments. Deliver reactive and proactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty. Provides direct post-sales systems on site technical support for reactive and proactive customers. Each position maintains a high level of customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs and ensuring that they are met. Jobs are responsible for company Total Customer Experience as well as the revenue growth, profitability, and account retention.

This position is for technician engineers who excel in working directly with customers and enjoy making things right. As the face of HPE to our customers, this position lets you solve problems, execute technical processes, learn and grow thru the consultative ranks as you desire. Position requires hands on technical services for hardware, firmware and customer solutions, and directly supporting customer needs.

Responsibilities:

  • Apply deep and broad technical background and knowledge of industry trends to operate critical or high-risk technology areas/customer groups.
  • Integrate technical knowledge and business understanding to create solutions for customers.
  • Mentor/consult with team members, other organizations, customers, and vendors on the most complex issues.
  • Resolve technical and business incidents independently. Mentor/assist less-experienced team members on complex incidents
  • Provide expert consulting on a specific technology, application, service offering or market segment.
  • Deliver strategic account support through proactively maintaining high-level technical, operational expertise and understanding of industry trends.
  • Anticipate, understand, and position the perception of system problems and deliver service needs at different management and functional levels.
  • Lead Mission Critical delivery team in planning, delivering, and managing complex support Design, deliver, and manage delivery of industry specific solutions.
  • Maintain high-level expertise in area of focus and stay abreast of future technology directions
  • Create and deliver Value Based Delivery (VBD) plans for assigned accounts.
  • Lead Customer Expectation management as part of escalation process.
  • Consult with executive customer management to achieve IT operations excellence.
  • Contribute to tasks outside normal Mission Critical Support Specialist/Mission Critical account support or geographic (district or country) scope.
  • Analyze the customer's business, organization, and information systems needs.
  • Develop and grow assigned customer account relationships with complex and strategic accounts.
  • Act as trusted advisor in the consultant role for customer and the company's sales teams.
  • Anticipate, understand, and position the perception of system problems and deliver service needs at different management and functional levels.
  • Lead Mission Critical delivery team in planning, delivering, and managing complex support Design, deliver, and manage delivery of industry specific solutions.
  • Maintain high-level expertise in area of focus and stay abreast of future technology directions.
  • Create and deliver Value Based Delivery (VBD) plans for assigned accounts.
  • Lead Customer Expectation management as part of escalation process.
  • Consult with executive customer management to achieve IT operations excellence.
  • Contribute to tasks outside normal Mission Critical Support Specialist/Mission Critical account support or geographic (district or country) scope.

Education and Experience Required:

  • Bachelor's degree preferred or Associate degree holder (technical field) with 8+years working experience in related fields desired.

Knowledge and Skills:

  • In-depth knowledge of company and industry standard networked computing environments, operating systems, and applications.
  • Broad knowledge of corporate policies, products, markets and processes, as well as an understanding of business management principles and practices.
  • Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends.
  • State-of-the-art technical, functional or business knowledge.
  • Expert in one or more industry or advanced specialty areas.
  • Anticipate Customer needs, develop proposed solutions, and build consensus with customer key decision makers.
  • Capable of consulting with Customers for process design, development and implementation.
  • Thorough understanding of change management process and procedures.
  • Expert skills in project management, analysis, communication, presentation, innovation and negotiation .
  • Delivery expertise in at least two or more specific specialty skills. Eg. (ITIL, performance, Change management).
  • Mission Critical and ITIL certifications.
  • Certified in a strategic business direction (e.g. SAN, SAP, OpenView, ITIL), certification tied to the company's key business strategies with associated revenue.

Additional Job Description

  • Candidates must be US Citizens.
  • Based on customer/area, may require security clearance, investigations, customer background checks or other types of site access criteria. Must possess or be highly eligible for background processing.
  • Role may be a full time customer onsite (resident), or may be a dispatched role supporting multiple sites.
  • Dispatched staff qualify for mileage and may be eligible for a fleet vehicle.
  • This is role to work providing physical, hands on services at customer site/s with no remote/teleworker option.
  • Recommended skills:
  • Outstanding interpersonal skills
  • Clear technical communication skills to explain to customer any steps for action plans, collect data and communicate case status.
    Ability to work with HPE program and account team members
  • Assist customer with FW patching, script maintenance and creation as needed
    Serves as HPE POC for onsite issues, provides conduit to Account Support Manager and greater HPE Service ecosphere
    Basic FW updating, Unix, Linux or Scripting experience
    Be the technical face to the customer for HPE and the account teams raising concerns promptly and to meet customer needs.
    Follow processes for escalation and elevation and provide on-site escalation support as directed
  • Work with HPE Customer Support Center to drive open cases to closure
  • Handle parts ordering as needed for customer resolution, returns, and associated case closure.
    Strong General hardware support experience with desire to learn new technologies and build soft skills

COLORADO ONLY:
We are legally required to provide the following information for candidates seeking to staff this role in Colorado.The Colorado expected salary/wage range for this position is listed immediately below, although we reserve the right to offer above this range for exceptional candidates. Actual offer may vary from this range based upon geographic location, work experience, education, and/or skill level. Bonus, commission, and/or equity may also be offered.Information about employee benefits offered can be found at http: explorebenefits.hpe.com (user id: benefits / password: preview). Annual Salary: $94,800.00 - $137,500

Join us and make your mark!

We offer:

A competitive salary and extensive social benefits

Diverse and dynamic work environment

Work-life balance and support for career development

An amazing life inside the element! Want to know more about it?

Then lets stay connected!

https://www.facebook.com/HPECareers

https://twitter.com/HPE_Careers

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.

#BBTechnicalConsultant

1091741

COLORADO ONLY:
We are legally required to provide the following information for candidates seeking to staff this role in Colorado.The Colorado expected salary/wage range for this position is listed immediately below, although we reserve the right to offer above this range for exceptional candidates. Actual offer may vary from this range based upon geographic location, work experience, education, and/or skill level. Bonus, commission, and/or equity may also be offered.Information about employee benefits offered can be found at http: explorebenefits.hpe.com (user id: benefits / password: preview). Annual Salary: $94,800.00 - $137,500

Join us and make your mark!

We offer:
A competitive salary and extensive social benefits
Diverse and dynamic work environment
Work-life balance and support for career development
An amazing life inside the element! Want to know more about it?
Then lets stay connected!
https://www.facebook.com/HPECareers
https://twitter.com/HPE_Careers

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.

#BBTechnicalConsultant

Job:
ServicesJob Level:
Master
COLORADO ONLY:
We are legally required to provide the following information for candidates seeking to staff this role in Colorado. The Colorado expected salary/wage range for this position is listed immediately below, although we reserve the right to offer above this range for exceptional candidates. Actual offer may vary from this range based upon geographic location, work experience, education, and/or skill level. Bonus, commission, and/or equity may also be offered. Information about employee benefits offered can be found at http:explorebenefits.hpe.com (userid: benefits / password: preview).
Annual Salary: $64,400.00 - $93,400.00

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities. HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.





Posted: 2021-09-11 Expires: 2021-10-10
Sponsored by:
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Specialized Account Engineer (Installation/Implementation and Breakfix services) (Highlands Ranch, CO area)

Hewlett Packard Enterprise
Denver, CO 80204

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