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