Customer Field Delivery Lead

1 month ago

Beijing, China HPE Full time
Customer Field Delivery Lead

  

This role has been designed as âHybridâ with an expectation that you will work on average 2-3 days per week from an HPE office.

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 todayâs complex world. Our culture thrives on finding new and better ways to accelerate whatâs next. We know diverse 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:

   

This is a Field Delivery Lead position that reports to the Global Support Field Delivery (Asia Pacific India) organization which provides onsite delivery of post sales technical support and installation for customers enterprise servers, storage, network, IT solutions, etc.. This is a fast moving organization where delivering an excellent total customer experience, optimizing operations cost effectiveness/ efficiency and employee satisfaction/ development are key priorities.

The Field Delivery Lead work with Business units to jointly address key delivery/business challenges/inhibitors, drive country implementation of regional delivery strategy and delivery priorities, transformation and enablement of growth areas.

Responsibilities:

  • Responsible for providing on-site hardware technical support and installations for customers according to contractual service levels and meeting delivery cost goal.
  • Meet business, operation and delivery cost targets.
  • Manage subcontractor delivery excellence, improvements and cost
  • Handle customer escalations when required
  • Establish strong trust and work relationship with customers and other functional managers.
  • Provide guidance and effective implementation on process improvements

Education and Experience Required:

  • Bachelor's degree or equivalent experience required.
  • Preferable 5 or more years of related experience in computer/IT customer support
  • Experience in managing customer support utilizing sub contractors is desirable

Knowledge and Skills:

  • Working knowledge of Conputing or IT systems
  • Knowledge of Mission Critical IT support and services an advantage
  • Excellent customer management skills
  • Excellent analytical thinking, data analysis skills and business acumen
  • Strong problem solving, negotiation and decision making experience
  • Fluent interpersonal, English and Chinese verbal and written communication and presentation skills to customers and internal senior management
  • Excellent team player with a positive creative thinking attitude in managing and addressing challenges timely
  • Skills and experience in managing subcontractors delivery is desirable
  • Thought leadership to contribute to the development of new ideas to address challenges. Work on complex problems where analysis of situations or data may require an in-depth evaluation of multiple factors. Leads and drive expected outcome of initiative/program. Exercise strong leadership working with functional teams. Provides direction and guidance to operation or/and process improvements.
  • Leadership qualities: Integrity, sharp mind to details, able to multi-task to tight timelines, goal oriented, self motivator, ability to influence/leverage the bigger HPE organization, good influencing and team building skills.
  • Resourceful high performer mostly able to work independently and also able to motivate and work effectively within team and across teams
  • May need to work occasional after office hours to manage customer support when required
  • May be required to travel to meet customers when required

Additional Skills:

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, Data Analysis Management, Data Collection Management, Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity, Long Term Planning, Managing Ambiguity, Process Improvements {+ 7 more}

What We Can Offer You:

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 â whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse 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.

Let's Stay Connected:

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

#china#servicesandsupport

Job:

Services

Job Level:

Expert

    

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. Please click here: Equal Employment Opportunity.

Hewlett Packard Enterprise is EEO F/M/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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