Job Summary

This role is responsible for leading teams/projects to solve common and complex business issues, by leveraging developed subject matter knowledge. The role manages and leads cross-functional program teams, delivers professional reports, develops schedules, budgets and resource plans, and tracks progress against the establishes plans, while leading less-experienced staff members. The role also identifies risks and creates mitigation plans and reports the same to executive management.

Act as a primary customer advocate for assigned ink supplies products, with the overall goal to achieve a balance between delivering a market leading customer experience and assuring HP profitability. This role spans throughout the product lifecycles and focus on driving customer experience improvement leveraging customer sentiments and telemetry and work closely with the Home Print and customer support teams to ensure support and serviceability requirements into the product development during NPI/launch and current product phases.

Responsibilities

Be the customer champion for the assigned Home and Office products.
Own and be accountable for Supplies Customer Assurance PDP deliverables as defined for products assigned, ensure 100% completion and delivery of all PDP items (key areas: Customer-Centered Product Needs, Support Strategy, Content & Messaging, Product Set-Up, Returns).
Actively participate as member of program development team, forge partnerships with R&D, Manufacturing, Printer teams, and support partners. Drive product and customer experience improvements to ensure a differentiated product and support experience is delivered.
Track, monitor, and report on product/customer experience performance of in-market products.
Enact appropriate problem-solving and project management approaches to contain and resolve issues quickly and thoroughly.
Recommend solutions that optimize/balance warranty costs with appropriate product/customer experience needs, advocate for decisions that meet these objectives.
Escalation Communication and Management - take ownership of escalated customer issues from call center, onsite, marketing centers, printer partners, SIE, etc. to quickly implement effective solutions. Lead/facilitate formal escalation team efforts as needed and manage smooth transition to appropriate short and long-term owners. Engage in active communication of customer feedback/issue severity and incidence until the issue is fully understood and adequately addressed. Help investigation teams to attain quick assessment, fix/no fix decisions, and resolution.

Education & Experience Recommended

Four-year or Graduate Degree in Computer Science, Engineering, or any other related discipline or commensurate work experience or demonstrated competence.
Typically has 4-7 years of work experience, preferably in engineering development and implementation, project planning tools and software packages, people management, or a related field or an advanced degree with 3-5 years of work experience
Excellent problem solving and analytical skills
Strong Leadership and Communication skills
Ability to collaborate with Internal and External partners on resolution of issues and improvement projects
Knowledge of Support Processes, includes NPI setup; IB field response monitoring
Strong program management, experienced in seeing through the PLC management, i.e. from NPI to EOL
Demonstrate business knowledge and acumen

Knowledge & Skills

Data Analytics
Change Management
Continuous Improvement Process
Milestones (Project Management)
New Product Development
Process Improvement
Product Management
Project Engineering
Project Management
Project Planning
Project Schedules
Risk Management

Cross-Org Skills

Effective Communication
Results Orientation
Learning Agility
Digital Fluency
Customer Centricity

Impact & Scope

Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity

Responds to moderately complex issues within established guidelines.

Disclaimer

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Supplies Customer Assurance Engineer