Product Support Manager

Product Support Manager

  

This role has been designated as ‘Remote/Teleworker’, which means you will primarily work from home.

Job Description:

Responsible for the overall management of a highly skilled product support team with worldwide coverage, handling complex customer cases for our Telco Solutions Public 5G products. Includes but is not limited to governance of support service, manage team to meet contractual obligations, review and create support  reports, meet financial targets for support, protect our customer installed base and focus on customer experience.

Management Level Definition:

Applies advanced subject matter knowledge to manage staff activities in solving complex technical issues within established policies and processes. Has accountability for results in terms of cost and people management. Provides guidance on process improvements and recommends changes in alignment with business and customer needs. Plans, manages and monitors operational/tactical activities of Staff. Supports development of direct staff members and is accountable for each individual’s career path in HPE.
Additional guidance/criteria: Manages at least 15 direct reports. Span of Control guidelines may differ from these numbers.

Responsibilities:

• Responsible for the overall support for Public 5G solution family. Establishes strategies to support business goals and initiatives by driving profitable growth.
• Manages and monitors performance of support service and associated metrics (e.g., SLO compliance ; renewal rate); delivers recovery or action plans for exception issues.
• Identifies and drives process improvements for support services in alignment with the other solution families and business needs.
• Creating and foster a mutually beneficial relationship with other areas of the business such as (but not limited to) Product Management ; Sales ; Business Operations ; Delivery.
• Focal point for functional team issues and second line of escalation for customers to all support related topics.
• Assigns responsibilities, provides direction, leadership, and coaching, removes barriers as needed to enable direct reports to execute their roles and achieve objectives and goals.
• Creates a working environment that is conducive to individual growth, high performance, is challenging and rewarding. Achieves diversity and other HR goals.

Operational Excellence:

• Oversee the handling of escalated technical support cases, ensuring timely resolution and high-quality communication.
• Develop, refine, and enforce processes for ticket triage, escalation, prioritization, and handoff between engineers.
• Ensure adherence to SLAs, SLOs, and quality standards across the support organization.
• Track daily operations using dashboards, reports, and internal metrics, making data-driven decisions to improve performance.
• Implement and maintain robust incident management processes, including communications, root-cause analysis (RCA), and post-incident reviews.

Education and Experience Required:

• 10+ years of proven track record in Technical Support managing teams.
• Bachelor's degree in related field.

Knowledge and Skills:

• High market knowledge. Need broad knowledge competitive market dynamics, support models, strategies and processes.
• Demonstrate knowledge of corporate organization, culture and policies, cross functional roles and objectives.
• Skills in management of people and business relationships, knowledge in organizational design and planning, problem solving, managing individual and team productivity and dynamics, and excellent communication, and negotiation skills.
• Familiarity with financial reporting tools and ability to correctly design reports and interpret their output.
• Demonstrated ability to provide thought leadership and drive change across functions.
• Management by influence with international, multi-cultural, virtual teams.
• Influence cross-functionally and on senior management level.
• Excellent communication skills, with the ability to present technical topics to diverse audiences.
• Experience with ITIL processes (Incident, Problem, and Change Management).
• Demonstrated success driving improvements in support operations, workflows, and quality.
• Strong analytical skills and proficiency with support metrics, dashboards, and reporting.

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity, Personal Initiative {+ 7 more}

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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Job:

Services

Job Level:

Manager_1

    

States with Pay Range Requirement

The expected salary/wage range for a U.S.-based hire filling this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. If this is a sales role, then the listed salary range reflects combined base salary and target-level sales compensation pay. If this is a non-sales role, then the listed salary range reflects base salary only. Variable incentives may also be offered. Information about employee benefits offered can be found at https://myhperewards.com/main/new-hire-enrollment.html.

USD Annual Salary: $105,500.00 - $243,000.00

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.

   

No Fees Notice & Recruitment Fraud Disclaimer

 

It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates.  These scammers often seek to obtain personal information or money from candidates.

 

Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process.  The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.