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This role is responsible for ensuring exceptional customer satisfaction and trust by overseeing the resolution of customer issues, managing technical and product quality-related issues, and driving continuous improvement initiatives. This role acts as a key liaison between global customers and internal teams, ensuring that products and services meet or exceed expectations. Responsibilities: ? Lead and manage customer assurance programs to uphold service excellence. ? Handle customer complaints and escalations with professionalism and urgency. ? Collaborate with internal teams to resolve post-sales support issues and enhance customer satisfaction. ? Collaborate with the customer’s IT team and HP’s next-level technical experts to swiftly resolve major technical issues. ? Conduct root cause analysis and drive corrective/preventive actions. ? Proactively identify areas for improvement and implement preventive actions. ? Provide regular performance reports and insights to the customer and senior leadership. ? Provide technical reports summarising escalation status, key findings, risks, and recommendations to the customer. ? Provide technical support and guidance on PC hardware, operating systems, and network configuration to the customer. ? Identify and support service growth opportunities. Education