Specialized Account Engineer

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 today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next.

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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Within the family there is a range of technical and managerial customer on-site functions. The family of jobs is focused on managing the onsite delivering of software services, pre-sales, post-sales or service delivery support, installation and configuration for customer environments. The jobs solve various business systems, networking and applications problems for standard industry servers, specialized or complex clustered environments. Deliver reactive and proactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty.

Provides direct post-sales systems on site technical support for reactive and proactive customers. Each position maintains a high level of customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs and ensuring that they are met. Jobs are responsible for company Total Customer Experience as well as the revenue growth, profitability, and account retention.

Applies extensive knowledge of the job skills, company policies and procedures to complete complex, specialized assignments/tasks in creative and effective ways. Comprehensive understanding of the general/technical aspects of the job. Works on assignments that are complex in nature and require initiative and technical/specialized knowledge to resolve problems and/or develop recommended solutions. Work is completed with minimal supervision and assignments may be completed without established procedures.

May determine methods and procedures for new assignments. Typically provides guidance to other non-exempt employees.

• Provide Customer with overview of installation activity, site-specific information and access to appropriate contacts.
• Handle Customer-relation problems promptly and appropriately, provide guidance, elevate issues according to established procedures.
• Provide software service, pre–sales, post–sales or service delivery support.
• Deliver services, including customized services to large enterprise, complex or corporate accounts.
• Use proactive monitoring procedures/tools to identify problem prevention opportunities.

• Minimum Vocational/Diploma/Associate Degree (technical field) with 3‑5 years of working experience in related fields or Degree holder with 2‑4 years relevant working experience.
• Experience with support of full range of company products in Customer base.

• Broad knowledge of corporate policies, products, markets and processes, as well as an understanding of business management principles and practices.
• Thorough knowledge of administrative or technical practices Proficient Field Technical Support skill set.
• Knowledge of assigned company hardware system platforms.
• Familiar with networking and all supported operating system platforms (i.e. company‑ UX, NT, Linux, etc.)
• Knowledge of high availability system environments.
• Strong communication skills both verbal and written.
• Strong Customer relationship building skills Ability to manage complex Customer problems.
• Ability to perform while under high‑pressure situations.
• Project management, analysis, communication, scheduling, controlling, and presentation skills.
• Good teamwork with peers and company personnel.
• Demonstrate consistent, acceptable performance of all business fundamentals.
• Knowledge of portfolio of services.
• Basic knowledge of change management process and tools available.
• Schedule and…