HPE Nimble Storage Proactive Support Manager - Japan/APAC

Job Description

The Proactive Support Manager (PSM) for HPE Nimble Storage products works closely with the customer, Nimble Storage support and engineering teams, and HPE sales teams to ensure the maximum customer stability and success in use of their HPE Nimble Storage SAN servers. Their focus is to solve various business system and application problems for customers, onsite engineering personnel and Authorized Service Providers in complicated SAN storage infrastructure systems. This position covers the Japan and APAC region, and requires working closely with customers and teams in both Japanese and English.

Responsibilities:

• Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.
• Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical). .
• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
• Ability to lead large, cross- divisional teams or projects. Ability to act as a mentor, guide and leader to other employees.
• Ability to recommend, develop and participate in developing strategy.
• Ability to act independently, as part of a team or as a team leader and exercise independent judgment.
• Ability to articulate clearly, recommend and explain resolutions to external customers/clients.
• Understand, utilize and share knowledge of ITIL.
• Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
• Partners regularly with the Sales Pursuit team.
• Provide project management skills and pre and post sales support for assigned customer base

Education and Experience Required:

• Advanced University degree: post-graduate degree (i.e., Master of Arts/Science, MBA, etc.). Typically 1-2 year completion beyond first level University degree. or equivalent experience.
• 7+ years experience in relevant technologies and customer environments.
• Relevant industry qualification where applicable.

Knowledge and Skills:

• Excellent verbal and written communication skills in language to be supported.
• Advanced troubleshooting skills in a technical environment.
• Excellent analytical and problem solving skills.
• Advanced Software and hardware knowledge of computing, storage and peripheral devices.
• Specific knowledge and training with the company's products.
• Advanced proficiency with case management databases and tools.
• Superior customer service skills.
• Phone and remote support experience. E-support experience, knowledge and resolution ability.
• Ability to solve and document solutions for usage of other technicians and customers.
• Ability train peers and new agents on job related material.
• Ability to take full ownership for resolution with escalated customers.
• Ability to initiate and lead technical action plans.
• Lead or provide expertise to cross-functional teams or projects.
• Exceptional depth of knowledge on one or more highly complex solutions.
• Language Requirements: Native level Japanese speaker; fluent and conversational in business English

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