Customer Engineer

Customer EngineerDescription -Job SummaryThis role is responsible for fostering exceptional customer satisfaction through ownership of operational relationships, managing risks, and driving SLA delivery. The role leads teams and solves complex issues, contributing to strategic growth and seamless service delivery. The role proactively manages issues that could impact service delivery, identifies and drives transformation optimization while managing scope, resources, cost of delivery and coordination.ResponsibilitiesDevelops and nurtures excellent customer satisfaction by owning operational relationships and understanding local requirements for strategic contributions.Serves as the primary contact for operational issues, managing performance metrics, reporting, and communication.Manages expense targets and ensures performance goals for service delivery, implementing corrective actions as needed.Manages risk for low-risk projects and supports timely, cost-effective SLA delivery across functions.Leads a team for seamless service delivery, contributes to service delivery plans, and supports custom solutions.Provides support to all account delivery managers within assigned region on issues such as management of difficult accounts and high-quality customer communications.Measures and reports KPIs, identifies revenue opportunities, and ensures compliance with policies and regulations.Drives alignment around business review meetings, regular reporting intervals, structures, and cadences.Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans.Education & Experience RecommendedFour-year or Graduate Degree in Computer Science, Information Technology, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.Typically has 4-7 years of work experience, preferably in ITIL/ITSM, business, customer support, or a related field or an advanced degree with 3-5 years of work experience.Why HP New Zealand?Competitive salary with performance-based incentivesMarket leader across PC and PrintA wide and varied product portfolioRecognised globally as an Employer of Choice and certified as a Great Place to Work in New Zealand from last 2 years consecutivelyOpportunity to make a difference to community and to cultivate and encourage a diverse and inclusive culture through our multiple business resource groups4 hours of paid volunteering hours per monthVariety of Wellness programs to be part of including opportunity to become Mental Health First AiderMarket Leading Mentoring Program and access to wide range of free learning and training courses to accelerate career developmentRecognised and one of the world’s most sustainable companiesFlexible work environmentSupportive team cultureAlso encourage Māori-Pasifika people looking to start or continue their career in HP.#LI-POSTJob -ServicesSchedule -Full timeShift -No Shift premium (New Zealand)Travel -25%Relocation -Not SpecifiedEqual Opportunity Employer (EEO) - HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement