Job Summary
Act as a primary customer advocate for assigned IJ supplies products, with the overall goal to achieve an optimal balance between delivering a market leading customer experience and assuring HP profitability. This role spans the defined Inkjet products and customer lifecycles (PDP/PED and Customer experience), from pre-DO through product obsolescence, with the primary emphasis being on the Install, Learn, Use, Support areas of the lifecycle. Along with driving improvements in customer experience, this role is the primary interface with the IPS and/or customer support organizations and takes ownership to represent support requirements into the product development community, as well as represent GBU needs into the support organizations during NPI/launch and post-release (current product) phases.
For current products, this role is responsible to represent the overall state of the customer experience and in-market product quality. Individual will harness different avenue of customer data to provide insights to drive product quality and customer experience
Responsibilities
- Be the customer champion for the assigned product(s)/solution(s) within Home and Office products
- Own and be accountable for Supplies Quality and Customer Experience PDP deliverables as defined for product(s) assigned, ensure 100% completion and delivery of all PDP items (key areas include: 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
- Bachelor's/master's degree in Materials/Physics/Chemistry/Engineering (Mechanical/Mechatronics/Electrical & Electronics/Computer Science or equivalent qualifications)
- Excellent problem solving and analytical skills
- Strong Leadership and Communication skills
- Understanding of TIJ Supplies & knowledge
- 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 Product Obsolescence
- Demonstrate business knowledge and acumen.
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.
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