At Hewlett Packard Enterprise, we bring together the brightest minds to create breakthrough technology solutions that advance the way people live and work.
What sets us apart? Our people and our relentless dedication to helping our customers make their mark on the world.
We are a team of doers, dreamers and visionaries; inspired by our purpose and driven by our strategy. We live by our three values : partner, innovate and act.
Our legacy inspires us as we forge ahead, always pushing to discover what’s next. Every day is a new opportunity to advance and grow ourselves, our company and the industry.
Some people call it an obsession, we call it a way of life.
What you need to know about the job
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.
Aruba is redefining the IT EDGE . Creating new customer experiences by building intelligent spaces and digital workspaces.
We are focused on campus, branch, mobility and the IoT to transform business models with the combined power of compute, context, control and secure connectivity.
This person will assemble cross functional teams including, but not limited to, R&D and Product Management to drive permanent issue resolution and maintain our customer-for-life culture.
This person will be the voice of Aruba for critical issue resolution and an important partner with Sales, Engineering, and Services for ensuring future business preservation.
Education and Experience Required :
o Bachelor's degree in Computer Science, Engineering
o Master degree in related field a plus.
o 10+ Years of customer facing service, engineering support or related delivery roles.
o Experience in Service / Technical Escalation Management a plus
Knowledge and Skills :
o Must be both Spanish and English speaking, Portuguese a plus.
o Program / Project Management of critical issues in a cross-functional and highly charged and technical environment. MANDATORY
o Excellent understanding of various data networking protocols
o Good breadth of understanding of Aruba products, solutions and use cases
o Excellent ability to engage with various technical teams (R&D, Field, Partner, 3rd Party etc.,) and facilitate technical analysis and resolution
o Must be able to ensure acceptable and continual progress by influencing, negotiating, communicating, and delegating during technical / business collaboration when necessary.
o Must support and promote a whatever-it-takes, customer-first culture during issue resolution.
o Must have outstanding communication skills both verbal and written that will be used in dealing directly with key customers and all levels of executive staff.
o Ability to work in a highly charged, fast paced and challenging environment and still maintain an effective balance of customer advocacy with Aruba’s business goals.
o Must be able to develop a customer satisfaction plan and influence others to deliver to agreed timelines and objectives of that plan.
o Lead all collaboration and communication efforts for a critical customer issue and manage for on-going progress.
o Will provide frequent and highly succinct and technically accurate communications on progress to customers and all levels of executive leadership
o Will identify systemic and pervasive issues related to products, processes, services and sales and drive closed loop corrective actions to prevent re occurrences.
o Will be able to identify and articulate where other service levels may promote improved future outcomes and work with sales on those opportunities.
o Will be able to adapt to ever changing challenges and use creative thinking and versatility to still ensure a win-win outcome.
Join us and make your mark!
We offer :