Applies extensive knowledge the job skills, company policies and procedures to complete complex, specialized assignments/tasks in creative and effective ways. Comprehensive understanding of the general/technical aspects of the job. Works on assignments that are complex in nature and require considerable judgment, initiative, and technical/specialized knowledge to resolve problems and/or develop recommended solutions. Work is completed with minimal supervision and assignments may be completed without established procedures. May determine methods and procedures for new assignments. Typically provides guidance to other non- exempt employees.

Responsibilities:

• Invest time in building and maintaining relationships with the members of the team
• Set clear and specific/measurable goals and expectations, as well as to check for understanding
  • Performance
  • Core Values
• Facilitate face to face bi-weekly coaching discussions
  • Customize length and topic of coaching conversation to the individual
• Look for and act on opportunities to coach in the moment (side by sides observations, remote observations, etc.)
• Provide behavioral based coaching and feedback around identified strengths and areas for continued development with respect to performance results
  • Metrics
  • NPS
  • Living the ETW Core Values/HP Badge Core Values
  • Customer experience
  • Career Path
• Drill down to root cause behaviors as to why an individual may not be performing and/or behaving as expected in certain areas (i.e., is it an issue of expectations not being set/is it a skill/knowledge, it is a will issue)?
• Motivate individuals/teams and provide timely recognition at the individual and team level
• Create an accurate and up to date coaching chain of events by documenting all coaching and feedback in a timely manner using the recommended documentation template
• Review and score at least 8-10 calls per week using the appropriate QA Form unless otherwise directed by Senior Leadership in response to business need
• Engage team members in discussions around career pathing goals, objectives, and develop action plans to support at least 1x a month in terms of what they are doing well today in preparation for a future role, as well as identified areas of continued development with specific action steps to address (HP Badge Only)

Education and Experience Required:

• Two year university degree preferred or equivalent experience.
• Typically 6-8 years of combined IT and selling experience.

Knowledge and Skills:

• Exhibits knowledge of HP Global processes and how to manage business across regions.
• Demonstrates ability to mentor peers.
• Exhibits thorough knowledge of HP portfolio, observed via customer interaction, test scores, and limited reliance on SAs, pre- sales, or internal resources to discuss products or solutions with our customers.
• Consistently demonstrates proactive activities within accounts to uncover new business and take ownership for new opportunities.
• Demonstrates performance with increased year-over- year attach rates.
• Cleary articulates HP Value propositions and solution discussions with customers.