Escalation Manager – Expert

Escalation Manager – Expert

  

This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office.

Job Description:

   

The Escalation Manager is the key to a successful escalation solution. This senior individual will provide leadership and support to the Escalation Team by bringing together the elements needed to ensure the escalation or issue at hand is resolved. He/she is responsible for all internal and external communications relating to the escalation. This shall be done in an efficient manner which  concludes in an outcome, that suits the business needs of both the customer and HPE.
The Escalation Manager will be an active member of a GEM community based from the HPE Sofia Centre, and as such, shall strive to share and maintain “best in class” practices within the community within both Sofia and across EMEA/WW
The Escalation Manager shall demonstrate behaviors in alignment with guiding principles and shall effectively collaborate and contribute to both their own work group and the wider GEM teams.

Job specifics/responsibilities:

• Lead every aspect of Escalation activity for their designated Country / Area. 

• Own Escalation performance for a designated Country / Area.

• Be a team player and yet, show leadership and be the designated point of contact for the Escalation Process.

• Within an Escalation, ensure that the Escalation Process and associated Tools are adhered to by the broader Support Community.

• Ablet to lead an Escalation in any country within EMEA

• Ensure documented Escalation and communication processes are adhered to and duly followed. 

• Share ‘Best Practice’ among their peers in the GEM community and be required to actively look for and identify pro-active / issue prevention opportunities where these present themselves.

• Be actively involved in ensuring there is an awareness and understanding of the Customer Resolution Process and Escalation Processes among the various cross-functional groups within their designated Country / Area.

• Identify possible opportunities in the form of sales leads and enter such in the appropriate tool. 

• Capable of working constructively in a highly pressurized environment.

• Willing to work after office hours to manage critical customer escalations when necessary

• 24x7 availability as required for ‘Out of Hours’ (OOH) coverage (where country laws/working practices allow).

• Demonstrates the ability to work with and be sensitive to other cultures.

• Demonstrates breadth of influence across multiple organizations within the Business, and expertise is sought, valued and used. 

• Skilled in utilizing methodologies for problem management and resolution of escalated issues.

• Routinely exercises independent judgment to develop methods, techniques and criteria for achieving objectives.

• Provides highly innovative management of complex escalations.

• Promotes the direct value our portfolio of Support Solutions can provide to our business partners and customers.

• Shows recognition of the achievements of peers.

• Creates opportunities to increase the competence of the work group in a proactive and consistent way.

• Identifies and communicates possible process changes that will remedy inefficiencies as appropriate.

• Clear understanding of the financial justification of a customer investing in a technology or service.

• Support and develop Specialist Escalation Managers to enhance their skills, identify opportunities to grow the overall EMEA GEM team.

Education (degree) and professional experience required:

• Utilize thorough understanding of Escalation Management and provided tools and methodologies to successfully manage known Technical Escalation scenarios.

• Profficient understanding of applicable project management (PM) techniques and Tools

• Has a Services or Technical background

• Has strong verbal and written communication skills

• Strong negotiating and advanced presentation skills

• Proficient in English

• Additional European language desired (French, German, Italian, Spanish)

• Effective at problem-solving

• Ability to summarize technical content for non-technical management audience, team leads and senior staff

• Has a basic knowledge of corporate policies, products, markets and processes, as well as an understanding of business management principles and practices

• Strong knowledge of all relevant HPE services, competition, market trends, third parties

• Able to lead smaller cross-functional teams to achieve desired outcomes.

• 5 years experience in customer success management

Other requirements: (language and certification requirements, different than formal education)

• Fluent in written and verbal English

• Additional European language advantageous

Personal skills and qualities:

• Show leadership and be a ‘go-to’ person for escalation process.

• Excellent analytical problem-solving skills

• Advanced level customer contact and communication

• Comprehensive technical, functional or business knowledge

• Strong Services or Engineering background

• Demonstrate strong leadership skills necessary to manage an escalation effectively

• Excellent people management skills

• Excellent communication and presentation skills

• Good negotiating skills

• Advanced in English

• Strong team player who is able to work with and lead cross-functional teams to achieve desired outcomes.

• Willingness to work after office hours to manage critical customer escalations when necessary

• Willingness to participate in EMEA TEM Duty Rota.

• In-depth knowledge of company organization and policies

Technical skills:

• MS Office suite

• Salesforce

• AI Tools, specifically Microsoft Copilot

• Basic Project Management (all areas)                    

• Basic ITIL/ITSM Foundation                                    

• PMP Certification is a plus

• Green Belt is a plus

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.

#bulgaria

Job:

Services

Job Level:

Expert

    

    

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

   

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

   

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All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.