**Description - Technical Customer Assurance Manager (TCAM)** Location for this position: United States HP is a proven leader in personal systems and printing, delivering innovations that empower people to create, interact, and inspire like never before. We leverage our strong financial position to extend our leadership in traditional markets and invest in exciting new technologies. HP has an impressive portfolio and strong innovation pipeline across areas such as: + Retail Industry Solutions + Notebooks & Convertibles + Desktops & WorkstationsMobile Workstations + Artificial Intelligence + Blended & Virtual Reality + 3D printing + Multi-function Printing We're looking for visionaries who are ready to make an impact on the way the world works. At HP, the future's yours to create! **Key Responsibilities:** Leading post-sale support and driving deep strategic relationships for assigned key HP customers of significant scope and complexity at the country, region or worldwide level. Utilizes in-depth understanding of customer business and complex requirements to prevent issues, provide & validate the solutions, and demonstrate services added value. Working in a collaborative and a cohesive manner with various key HP business units, the TCAM role works across functions to lead solutions for customer problems, provides installed base performance data and analysis, proactive information including advisories and pre-alerts. + Analyzes failure rates and trends to identify opportunities to improve the health of devices in customer environments. + Utilizes technical and business skills to lead complex cross functional technical escalations. + Owns thru successful resolution, customer specific technical & quality issues. ( ATS cases) + Ability to utilize Project Management skills to drive resolution for complex or unique situations. + Acts as single point of contact to manage technical escalation investigation with Customer IT Department, HP ATS & 3rd Level Support, and 3rd party (if needed). + Provides proactive support for customer product deployments, including post-sale product and tools training & continued technical education for HP products, tools, and solutions. Active contributor for retention and business growth by ensuring exceptional customer experiences and by proactively acting on indicators from the customer through direct feedback, participating in Sales RFPs and through engagement with sales & support teams. Provides mentoring and guidance to peers and lower level employees Multi country responsibility / a large country with multiple sub regions Working with regional / WW teams to represent the business on behalf of the geography covered **Education and Experience Required:** Bachelor Degree in Engineering or equivalent experience 5+ years of proven track record in Service Business Management Basic experience in one of the related disciplines of delivery, customer support or business planning prior to taking business management role Knowledge of ITIL, Quality Analysis, and 8D concepts. **Knowledge and Skills Required:** The successful candidate will be entirely customer centric, possess outstanding verbal and written communication skills, have the ability to lead teams to common goals, read and analyze data and have a prevention mindset. Excellent relationship building skills Able to engage across all levels within a customer setting, from IT Support to C-Level executives. Negotiation skills - ability to resolve complex post sale issues in assigned accounts. In depth knowledge of HP support and service processes. Track record of direct customer interaction and successful problem resolution Ability to create, interpret and deliver complex reporting Technical problem solving skills. Project management skills Ability to work under pressure and to drive urgency in external teams Ability to work in a proactively keeping direct and indirect trends in focus for accounts Some knowledge of HP sales & support structures Able to track costs and actions for business accountability **Impact & Scope** Impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. **Complexity** * Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. **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. The base pay range for this role is $104 800 up to $149 350 annually with additional opportunities for pay in the form of bonus and/or equity (applies to US candidates only). Pay varies by work location, job-related knowledge, skills, and experience. **Benefits:** HP offers a comprehensive benefits package for this position, including: + Health insurance + Dental insurance + Vision insurance + Long term/short term disability insurance + Employee assistance program + Flexible spending account + Life insurance + Generous time off policies, including; + 4-12 weeks fully paid parental leave based on tenure + 11 paid holidays + Additional flexible paid vacation and sick leave (US benefits overview (https://hpbenefits.ce.alight.com/) ) The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.