Description
The Channel Service Manager serves as the primary HP service liaison for strategic Large Format Channel Partners, driving partner readiness, service delivery excellence, escalation management, operational compliance, and continuous improvement across HP’s Large Format portfolio.
The pay range for this role is $83,000 to $127,800 USD annually with additional opportunities for pay in the form of bonus and/or equity.
Responsibilities:
- Provide a single point of contact for service managers focusing on HP Strategic Partners deploying and supporting HP’s Channel Partner portfolio
- Lead consultative engagements with partner delivery teams to plan, design, deploy, and manage complex Large Format service and support solutions
- Drive monthly/quarterly reviews with partners
- Provide expert consulting on specific technology, application, service offering or market segment through proactively maintaining high-level technical, operational expertise and understanding of industry trends to develop channel partner relationship
- Apply deep and broad Large Format technical background and knowledge of printing industry trends to manage critical channel partner relationships
- Anticipate, understand partners needs from HP
- Promote HP strategies for improving products serviceability and diagnostic tools
Proactive Support
- Integrate technical knowledge and business understanding to create solutions for Channel Partners
- Gather feedback, provide access to existing documentation and support tool set, fleet support reporting
- Find broken processes, improve communications, fix breakdowns and define improvements plans
- Deploy service programs and program changes with partners
Reactive Support
- Resolve technical and business incidents
- Manage complex technical and business escalations by coordinating with Advance Technical Support, Global Business Units, engineering, and regional support teams to drive timely resolution and clear stakeholder communication
Partner Governance & Operational Excellence
- Lead monthly and quarterly partner business reviews focused on service performance, readiness, compliance, escalations, and corrective action plans
- Conduct partner assessments and monitor compliance with HP service requirements, operational standards, and the HP Operations Guide
- Track Service Qualification readiness and ensure partners are prepared for new product introductions, service programs, process changes, and system updates
- Serve as the HP focal point for Sales, Category, and Service teams regarding partner selection, onboarding, and post-sales service issues
Mentoring
- Provide mentorship, consultation, and guidance to team members, partner personnel, and cross-functional stakeholders on complex technical, operational, and escalation-related issues
Job Requirements:
- Bachelor of Science degree in Project Management, Business Management, Engineering or similar field, or equivalent experience
- 5+ years of technical support, engineering, service delivery, or channel management experience in the Large Format printing industry
- Experience working across organizations
- Process improvement and process implementation experience, especially with complex, distributed systems
- Relationship management
- Fluency in English and key local languages required
Benefits:
- Health insurance
- Dental insurance
- Vision insurance
- Long term/short term disability insurance
- Employee assistance program
- Flexible spending account
- Life insurance
- Generous time off policies, including 4-12 weeks fully paid parental leave based on tenure, 11 paid holidays, and additional flexible paid vacation and sick leave