Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

HP Federal-Manager, Field Technical Support

Expired Job

Hewlett-Packard Company Palo Alto , CA 94306

Posted 2 months ago

At HP, talent is our criteria. Join us in reinventing the standard for diversity and inclusion. Bring your awesomeness, and just be you!

Applies advanced subject matter knowledge to manage staff activities in solving common and complex business/technical issues within established policies. Manages non-exempt/exempt individual contributors and/or supervisors. Has accountability for results of a major program in terms of cost, direction and people management. Provides guidance on process improvements and recommends changes in alignment with business tactics and strategy for area of responsibility. Plans, manages and monitors operational/tactical activities of Staff. Staff members'work may involve strategic issues. Recruits and supports development of direct staff members.

Additional guidance/criteria:

  • Manages and controls activities within a single country or a sub-region which is part of a larger geographical Region.

  • Manages at least 4 employees and typically between 8 and 15 direct reports. Span of Control guidelines may differ from these numbers.


  • Manage team responsible for providing on-site hardware, systems, sub-systems and/or other applications support for customers according to contractual service levels.

  • Plan, direct, and monitor operational/tactical activities of team.

  • Meet business and operation targets.

  • Recruit and support development of direct staff members.

  • Handle customer escalations.

  • Establish relationship with customers and other functional managers.

  • Provide guidance on process improvements and recommend changes in alignment with business tactics and strategy for area of responsibility.

  • Provide coaching and leadership to assigned field technicians.

Education and Experience Required:

  • Minimum Bachelor's degree or equivalent experience required.

  • Three years of related experience in computer customer support industry with proven managerial abilities desired.

Knowledge and Skills:

  • In-depth knowledge in specialized area.

  • Thorough understanding of full range of HP Services.

  • Detailed knowledge of installation and site environmental support solutions.

  • Knowledge of Mission Critical products and services.

  • Thorough knowledge of industry drivers relating to TCE.

  • Skills in people and project management, planning, problem solving, innovation, analysis, communication and negotiation.

This role can be based out of Los Angeles or San Diego


See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Senior Technical Support Engineer Premier Services

Vmware, Inc.

Posted 4 days ago

VIEW JOBS 11/9/2018 12:00:00 AM 2019-02-07T00:00 SeniorTechnicalSupportEngineer As a Technical Support Engineer you will be providing support to customers, using VMware products, in isolating, diagnosing, reproducing and fixing technical issues in a timely manner. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills; and be someone who embraces challenges. Technical Competency Requirements: * Expected to be a Subject Matter Expert (SME) in at least one VMware Product within 9-12 Months of completing onboarding training. * Ability to deliver a consistent experience with high quality and effectiveness with minimal managerial oversight. * Leading on authoring KB – high value on knowledge sharing. * Participation in mentoring, new hire events, and delivering technical training. * Capable of researching newly discovered issues. Business Competency Requirements: * Exhibits EPIC2 values * Achieve VCP certification * Ability to understand the business impact, to the customer, regarding the technical investigations/conclusions * Successfully able to prioritize work demands. * Available for on0call or after-hour rotations, with prior notice. * Adaptive to changes driven by customer demands or business requirements. Key Values: * TechnicalAptitude – A TSE 2 is expected to have an above average technical understanding of their given SME and problems faced by VMware's customers. Moving towards advanced troubleshooting methodologies and better understanding of product depth. * Collaboration – Demonstrates a willingness to assist others. Effectively contributes and utilizes internal resources (backlog, social cast, KB, PR, and chat groups). Positively contributes to team meetings and projects. * Attitude – It is essential TSE's at this level to maintain a positive attitude in the face of challenges. A TSE2 will look for solutions to problems. Actions constructive criticism. They place a premium on ensuring the customer is getting the solution they need, rather than simply "fixing the problem". Demonstrates an ability to adapt to business ever-changing environment with a positive attitude. Responsibilities: TrustedTechnically * The TSE demonstrates an understanding of standard technical support processes [ ]Complete self-paced case management class [ ]Maintain QA score average at or above 85% Personal Accountability * The TSE demonstrates an ability to communicate clearly with peers, supervisors, and customers. * Independently drive assigned tasks to completion, with limited managerial guidance. [ ]Peers – Recognized by peers for participating in team discussions. [ ]Supervisors – Drives career goal discussions during one-on-one meetings; integrates supervisor feedback to improve performance. [ ]Customers – Communicates proactively, drives case resolution, adheres to agreed timelines, and creating confidence in the support process. [ ]Proactively communicating with their manager in regards to areas they are interested in growing in. [ ]Successfully able to prioritize work demands – idle time, case closures, project involvement. [ ]* Positive attitude when asked to take on new task?? Positive Team Visibility * The TSE demonstrates an ability to manage time efficiently, balancing competing priorities. * Demonstrates a positive interest in helping clarify opportunities that can improve GS. [ ]Meets or exceeds initial target response goal of 98%. [ ]Attends scheduled team meetings and scheduled one-on-one discussions. [ ]Keeps leadership informed of upcoming personal commitments/scheduled events that could conflict with normal working hours. [ ]*Adaptively and flexibly insert special tasks and projects into their daily activities. [ ]Will approach leadership with observations/recommendations regarding possible improvements. Documentation Training Career Development Team Culture Case Notes/Case Management LeadersforourCustomer's * The TSE works with team members to meet individual and team goals [ ]Shares technical knowledge as demonstrated by contributing to VMware's Knowledge Base. [ ]Participates in Social cast SME group discussions. [ ]Follows standards for Assist Request and Problem Report templates. Team Contributor's [ ]Proactively creates and shares training on products with their team in areas where they see a need. [ ]Create knowledge content for use by other staff and shares regularly Team First Mentality [ ]Collaboratively works with and supports other team members. [ ]Positively supports the team with encouragement and assistance. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Vmware, Inc. Palo Alto CA

HP Federal-Manager, Field Technical Support

Expired Job

Hewlett-Packard Company