テクニカルアカウント担当 / Technical Account Manager

Description -

事業部について

HP のPC製品全般およびサポートサービスを購入された顧客に対するサポートサービスデリ

バリー全般を担う部署です。

業務内容

＜具体的には＞

• アカウントマネージメント ・プライオリティアカウントサービスを購入いただいたお客様に対して、技術担当として顧 客の課題解決の支援をおこう。 ＊URL : https://jp.ext.hp.com/services/business/carepack/pas/ ・担当顧客の修理履歴を分析し、安定運用に向けた改善提案（BIOS、Driver更新、利用方法 改善等）をおこなう。 ・担当顧客から上がってきたエスカレーションのシングルコンタクトポイントとなり、社内 関連部門と協調して、問題解決にあたる。 ・定例会議を通して、担当顧客PC運用状況の報告、および技術的なアドバイスを提供する ことで安定運用に貢献する。

求めるスキル

-英語読み書き、スピーキングの経験（主に社内会議）

- プロジェクトマネージメント経験 ※スケジュール管理、課題管理、エスカレーションハ

ンドリング、カスタマーコントロールの経験

- データ分析、改善案立案

- 顧客向けレポート作成の経験（エクセル、パワーポイント）

- PC ハードウェア、トラブルシューティング知識（修理経験があれば尚可）

※下記経験があるかたは歓迎します。

- ITIL

- Windows Certification

- PMP

Job Summary

• This role is responsible for utilizing advanced technical expertise in critical technology areas or customer groups, resolving complex incidents, and collaborating on cross-technology issues. The role applies the organization's solutions to meet intricate customer needs and designs specialized support solutions. The role cultivates senior-level relationships in assigned accounts, leads customer expectation management, and collaborates internally for issue resolution. The role also provides innovative problem-solving, leads projects, and contributes to operational and strategic plans. Responsibilities
• Utilizes advanced technical knowledge to operate one or more critical or high-risk technology areas (e.g., server administration, technical security management, performance management) or customer groups.
• Resolves incidents involving single or cross-technology independently and collaborates with team members to address unusually complex or cross-technology incidents.
• Applies organization’s solutions to address highly complex customer requirements, while also designing and implementing support solutions using specialized industry knowledge.
• Identifies additional services with potential for future service revenue growth and offers technical consultation during contract renewal discussions.
• Cultivates and maintains strong relationships up to senior management levels in assigned accounts.
• Resolves problems promptly and appropriately, escalating issues according to established procedures, also leads customer expectation management as part of the escalation process.
• Collaborates extensively with internal groups to resolve client issues, actively contributing to the team's effectiveness.
• Interprets internal/external business challenges and recommends best practices to improve products, processes, or services.
• Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.
• Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans. Education & Experience Recommended
• Four-year or Graduate Degree in Computer Science, Information Systems, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 4-7 years of work experience, preferably in HP products in Customer base, account management, computer customer support, on site customer support, Mission Critical, systems experience, or a related field or an advanced degree with 3-5 years of work experience. Preferred Certifications
• ITIL Certifications Knowledge & Skills
• Automation
• Chemistry
• Commissioning
• Customer Relationship Management
• Customer Support
• Electrical Engineering
• Electromechanics
• Electronics
• Environment Health And Safety
• Field Service Management
• Hand Tools
• Key Performance Indicators (KPIs)
• Operating Systems
• Preventive Maintenance
• Process Improvement
• Safety Standards
• Technical Services
• Technical Support
• Technical Training
• Test Equipment Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity Impact & Scope
• Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. Complexity
• Responds to moderately complex issues within established guidelines. 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.

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Equal Opportunity Employer (EEO)-

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’sEEO Policy or read about your rights as an applicant under the law here: “ Know Your Rights: Workplace Discrimination is Illegal "