Customer Assurance Product Manager
hace 6 meses
The CA (customer assurance) team is part of LF (**Large Format Printing Division)**, a core business with a dynamic HP portfolio targeting graphics market for large format printers.
The **CA department**, reporting to the LF Services and CA function within the GBU, is responsible for managing product post sales service, with a clear focus in continuously enhancing customer support experience through product & services improvements and serviceability strategy.
The CA charter includes close interaction with customers and bridging with the Engineering and R&D teams to actively resolve field and customer issues, funnel customer feedback and drive product improvement.
Finally, Customer Assurance is also responsible for continuously reducing the WW Warranty cost and keep delivering the best customer experience.
Key Responsibilities
This position as a **Customer Assurance Product Manager** will have the primary role to take over current product management processes and escalations for one of our products segments. Main responsibilities:
- Hold accountability for **technical escalations** to GBU that were not resolved by the regional service teams, looking for the quickest Time to Response. This involves providing high technical troubleshooting knowledge thru engagement with Ops Engineering & R&D as required to accelerate issue resolution.
- Setup and improve the processes to **capture customer issues**, providing a customer impact assessment for each problem and enabling a fast understanding of product failures. Lead the **Voice of the Customer** process to ensure current products are continuously improved and to ensure this feedback is captured by R&D in the design of future products.
- Lead the **deployment of product hardware & firmware fixes & **updates to the field with the objective of mitigating customer and warranty impact of product issues and improving customer experience.
- ** Technical communication to service & sales** communities. Keep the training content and the product technical information updated.
- Drive **product quality metrics & warranty data analysis** as part of the product improvement exercise and to drive down warranty costs. This includes deep dive data analysis on warranty costs including spare parts consumption and service hours to identify warranty drainers and drive plans to correct and resolve them.
Job Requirements:
- 1-2 years of applicable Work Experience in Printing Technologies or a similar technological environment.
- Bachelor's Engineering Degree, preferably with a Mechanical background
- Latex and/or UV printing technologies considered as an added value.
- **Strong troubleshooting skills**: solid troubleshooting skills with ability to translate customer symptoms into product issues. Proficiency in translating analysis into strategies and actionable plans.
- **Solid analytical and excel management **skills: data management skills and ability to manage big amounts of data and to define metrics to track trends & costs. Interest in growing on business acumen.
- **Customer focus. **Understands customer perception and works towards improving customer experience. Experience in service and customer support area or related customer assurance and customer facing processes will be valued.
- **Negotiating and communication skills**. Good understanding of own & others interests, positions and points of view when driving negotiations towards a common agreement, plus seeking win-win solutions with balanced business benefits/impacts. Able to defend HP position in front of partners and customers. Fluent written and spoken English.
- **Team Building capacity**: Ability to build interpersonal relationships with partners across GBU departments and other HP organizations ww; Positive & constructive attitude in front of problems.
- Effective collaboration across teams and within the team.
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