Resident Customer Engineer - TS/SCI & Current CI Poly Required. Aurora, CO, Onsite

Hewlett Packard Enterprise

2d • Onsite

About The Position

Resident Customer Engineer - TS/SCI & Current CI Poly Required. Aurora, CO, Onsite This role has been designated as ‘Remote/Teleworker’, which means you will primarily work from home. 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. Job Description: 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 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 advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment to determine best method for accomplishing work and achieving objectives. US Citizenship Required This position is for a Resident Customer Engineer supporting a US Federal program in the Aurora, CO area. This position requires an onsite presence for the day shift at a customer location. Candidate must have an active TS/SCI with a current CI poly.

Requirements

• Candidate must have an active TS/SCI with a current CI poly.
• US Citizenship Required
• Decision-making: exercise independent judgment on common and many uncommon situations; know when to escalate or seek counsel for highly complex issues.
• Customer orientation: prioritize Total Customer Experience; demonstrate empathy, ownership and professionalism.
• Leadership: take initiative to lead small teams/projects, distribute tasks, remove blockers and ensure team alignment.
• Continuous improvement: document lessons learned, suggest process improvements and champion adoption of best practices.
• In-depth knowledge of company and industry standard networked computing environments, operating systems, and applications.
• Some in-depth knowledge of corporate organization and policies.
• Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends.
• Business, technical, or functional knowledge at the mastery level plus administrative or operations knowledge.
• Anticipate Customer needs, develop proposed solutions, and build consensus.
• Provide Mission Critical customer recommendations to improve processes.
• Experienced knowledge of change management process and tools in complex environment.
• Advanced skills in project management, communication, analysis, and presentation.
• Expertise in area of focus and knowledgeable of future technology directions.
• Bachelor's degree preferred or Associate degree holder (technical field) with 6- 8years working experience in related fields desired.

Nice To Haves

• Mission Critical and ITIL certifications desired.

Responsibilities

• Independently troubleshoot and resolve single-technology incidents; coordinate cross-technology incidents with peers and vendors.
• Drive root-cause analysis (RCA) and escalation management for recurring issues and propose remediation to prevent recurrence.
• Adhere to SLAs (Service Level Agreements) and escalate in line with escalation matrices.
• Customer engagement and account growth Serve as on-site technical advisor during renewals, expansions or technical reviews; identify and propose additional services that align with customer needs.
• Build relationships with customer contacts to ensure high Total Customer Experience.
• Lead customer expectation management during incidents and escalations, providing clear timelines and communication.
• Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas/customer groups.
• Integrate technical knowledge and business understanding to create solutions for customer.
• Mentor/consult with team members, other organizations, customers, and vendors on complex issues.
• Act as a consultant in service delivery business, technology, industry or specific application.
• Resolve technical and some business incidents independently.
• Mentor/assist less-experienced team members on complex incidents.
• Deliver strategic account support by proactively maintaining high-level technical, operational expertise and understanding of industry trends.
• Review support plan for business indicators and map to company service solutions.
• Develop and grow assigned customer account relationships with complex and strategic accounts.
• Act as trusted advisor in the consultant role for customer and company sales teams.
• Design and deliver support solutions using specific industry knowledge and expertise; Assist Mission Critical or project manager in solution formation and lead Mission Critical delivery team in planning, delivering, and managing complex support solutions.
• Provide suggestions for operational efficiencies.
• Create and deliver Value Based Delivery (VBD) account plans for assigned accounts.
• Lead Customer Expectation management as part of escalation process.
• Give inputs to operational methods and programs that may affect the business management strategy in a geographic area.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees