Description
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.
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
- Actively participate as member of program development team, forge partnerships with R&D, Manufacturing, Printer teams, and support partners
- 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
Education & Experience Recommended:
- Four-year or Graduate Degree in Computer Science, Engineering, or any other related discipline or commensurate work experience or demonstrated competence
- 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