Customer Support Service Delivery

hace 2 meses

Barcelona, España Hewlett Packard A tiempo completo

**Job Scope/Summary**:
HP WSS CSSD Field & Channel (F&C) organization is managing support & services delivery for consumer & commercial products (unit repair, accessory replacement, extended services) over all NWE, CEE, SEMA markets. Support & Services offer is operated through a network of delivery suppliers, as well as retailers & resellers channel partners.

Objectives of the organization are to provide best service, increase Customer Experience and drive Services Revenue Growth. Our objective is to provide Industry leading Service and Solution Delivery capabilities, enabling Brand Differentiation and Business growth.

As Process Owner, you will be in charge to define, measure and improve Processes, act as Change Owner and participate as Process Subject Matter Expert in Country, Regional and Global initiatives/projects.

**We Offer**:

- A unique position interacting with plenty of Customer Service functions, with strong implication with operations, customer experience and overall business management.
- A complex and exciting job, supporting a wide and diverse geographical area (Europe, Middle East, Africa) with a local repair landscape.
- Flexibility and liberty in work organization.
- Multi-Cultural teams/regions office

**Job Specifics/Responsibilities**:
Process Management**:

- Translate Company strategy into processes, Responsible for the design, documentation, communication and maintenance of process incl. its documentation together with respective parties.
- Working with global to make sure the process is defined and process adherence indicators are in place
- Lead/ participate and contribute to and consult in cross-functional process improvement initiatives and Provide process expertise in business decisions
- Identify opportunities for Process standardization, automation, and digitization.

Operations Support (not Operations Management):

- Identify and deploy best practice, lessons learnt across suppliers & geographies
- Ensure that the process is capturing enough data for the operations team to drive analysis of the root cause.
- Act as focal point for questions, information, or problems.

Representation & Change Management:

- Support/ participate and contribute to projects/programs
- Represent F&C in Change Board, WW platforms, tool deployments
- Actively manage change (communicate, control and provide inputs for the assessment)

**Key Deliverables/Accountabilities**:

- Establish governance for the process based on process scope
- Documentation and maintenance of Processes, work with global for process measures and ensure monitoring system available
- Ensure proper process linkages are established and maintained
- Ensure process compliance and determine when improvements are required
- Lead ad-hoc initiatives linked to owned area
- Provide process expertise in business decisions and Represent the markets in other platforms

**Education (Degree) and Professional Experience Required**:

- Bachelor's degree in engineering, mathematics, or statistical. Master Level Degree, MBA, Operations Master’s degree and related Certifications will be considered a plus.
- Process Management Experience
- Experience in virtual team environment, working with Global Teams, International experience (Erasmus, IAESTE/AIESEC, summer internships etc.) is a definite plus
- LSS (Lean Six Sigma) Green Belt Certification will be a plus
- Fluent English mandatory. Other languages will be considered a plus

**Personal Skills and Qualities**:

- Customer Centric mindset, understanding of MoC (Management of Change)
- Excellent communications skills, presentation skills, influencing and relationship building skills
- Excellent analytical thinking, where driving actions based on insights from data is highly valued
- Project management understanding and mindset, Structured Problem solving and decision-making skills (as part of a team and independently)
- Strong leadership skills, including team building, conflict resolution and management, Demonstrated ability to operate in a cross-functional environment.
- Self-motivated, structured, autonomous, proactive, enthusiasm, curious, flexible, participative as well as team player with a growth mindset
- Willing to bring new ideas, individual initiatives and accountability are highly valued.

**Technical Skills**:

- Reporting /Data management
- Analytical skills: technical analysis and data manipulation skills to support data analysis, Advanced user on excel (analysis and reporting activity), Experience working with large and structured set of data. Capacity to combine analytical skills with great understanding of processes/operations to bring value and make judgment on numbers
- Experience in process atomization is a plus (Power Automate, RPA)

Legal entity: Sales and Services

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