Service Advisor

Job Description:

The Complete Care Service Advisor has different responsibilities for the Complete Care basic and Complete Care entry experience levels. These responsibilities may include:

Service Implementation Management (geo dependent)

In some geos the Service Advisor takes the following steps upon being assigned to a project:

• Verify the support agreement, contact Customer Ops for issues.
• Validate the experience level, contact Geo Category Manager for concerns.

Customer Onboarding

During customer onboarding, the Service Advisor participates in internal and customer kick-off meetings, learns about the customer’s IT environment and goals, introduces the customer to HPE SC (including Service Credits administration), sets up critical events in SFDC, stores customer documents according to HPE document storage retention guidelines, and completes other activities as detailed in the DC Startup Checklist.

Capacity Review

Service Advisor will prepare and deliver the regular Capacity reviews to customers.

Inventory Management

At the beginning of the HPE Pointnext Complete Care service support coverage period, the assigned Service Advisor will develop an inventory of all of the hardware products covered under the Customer’s HPE Complete Care service environment and document this in a HPE Complete Care Inventory Workbook. The Service Advisor will work with the customer, ASM (if applicable), and Sales to help manage changes and maintain an accurate inventory through the life of the HPE Complete Care service support coverage period.

Incident Reviews (Complete Care basic)

The Service Advisor leads the semi-annual Incident Review, providing reactive support call information for products covered under CC Add-on Services.

Service Planning and Review

Service Advisor will collaborate with the ASM (if applicable) to prepare and deliver the regular Service Planning and Reviews.

Operational Assistance

The Service Advisor provides basic assistance related to the consumption of the service features, including HPE SC usage, credit management, service scheduling, HPE education planning and registration.

HPE Service Credits

The Service Advisor educates the customer about administering their Service Credits on HPE SC. The Service Advisor coordinates with ASM (if applicable) on planned credit usage as part of Account Support Planning. Upon request, the Service Advisor facilitates consumption of Service Credits for services on the credit menu. For customers’ requests that cannot be fulfilled using the credit menu and require a custom solution, the Service Advisor should use the Service Credits Solution Hub.

Account Support Planning

The Service Advisor is responsible for either creating and maintaining (entry) or supporting the creation and maintenance of (basic) the Account Support Plan (ASP), depending on service experience level.

Service Planning and Review

The Service Advisor either conducts (entry) or contributes to (basic) semi-annual Service Planning and Review meetings to ensure customer alignment, realize value, articulate the added value of proactive services, and accelerate contractual delivery efforts. The Account Support Plan provides a framework and template for having value-based discussions with the customer.

What you need to bring:

• Ability to develop meaningful relationships, network, rapport and trust in a model where customers are located in different geographies
• Written and verbal communication, presentation, and persuasion skills; mastery in English
• Ability to work in a dynamic environment, manage multiple priorities and focus on top goals
• Self-starting with desire to learn quickly and develop skills
• Collaborative and team player
• Data analytics and trend analysis
• Proficient in Microsoft Office suite of tools (Excel, PowerPoint, Word, Skype, Teams)
• Knowledge of project management methods
• Knowledge in server, network and storage technology
• Ability to analyse trends and make customer solution-oriented recommendations
• Experience in understanding the process of hardware replacement, firmware upgrades and installing patches
• Portfolio knowledge
• HPE Complete Care  & HPE GreenLake

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

Unconditional Inclusion

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

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Hewlett Packard Enterprise is EEO 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.