HP
HP Large Format Design - Customer Assurance Printing Workflow and Connectivity Product Manager
Barcelona Area, Spain, ES - Information Technology and Services
HP Large Format Design - Customer Assurance Product Manager
Primary Function
Our team is part of the Large Format Design business, a growing business where hp has demonstrated its leadership for years being the number one in multiple segments by offering a wide range of versatile, robust and high performance products using our own thermo inkjet technology to offer a complete range of printing solutions for the technical printing market.
The DesignJet Customer Assurance (CA) Department, reporting into the Large Format Printing (LFP) Operations, is responsible for all aspects of service management and development with a clear focus to improve customer support experience through defining key support strategies and consolidating processes across service delivery organizations.
CA responsibilities also involve close interaction with customers and bridging with Marketing, Engineering, Manufacturing and R&D teams to funnel customer feedback, drive products improvements and actively resolve field issues and customer cases. Key Duties and Responsibilities
As Customer Assurance Service Deilivery manager your main role will be support the new product development of large Format Printer business, focus on the technical production growth opportunity by developing a new delivery model that enable a successful go to market for this segment, driven by our strong commitment with our customers to improve their end to end support experience; This work includes primarily:
• Responsible to know our customers and their needs to be able to define the best support delivery strategy that meets their expectations and achieve the maximum level of efficiency inside our organization. Customer Assurance product mgr Knowledge should include hp delivery models and organizations in order to be able to define the best proposal and strategy that fits the production segment.
• Responsible of defining, setting up the right processes and tools for our service delivery organization, dimensioning the capacity of resources and investment need it to support the business model. Participate in the definition of the contracts that support our partner agreements and enable the working model.
• Drive the calculation and projection of the product quality and warranty analysis for the segment. This includes deep dive data analysis on warranty costs including spare parts consumption, labor and fix costs by defining a business model and portfolio of support services that covers the production segment needs.
• Accountable to support the product development program by working with the Program mgr and the rest of the areas to provide from the Customer Assurance deliverables across the Product Life Cycle. As one of the members of the technical production customer assurance team he/she has to actively participate to define and enable the service delivery model, define and negotiate product serviceability scorecard and finally execute and implement to deliver.
• Understanding of current service delivery gaps, identify actions to improve customer experience and lead them to improve performance and reduce costs. Build and manage regional Plan-of-Record (POR) in cooperation with regional interfaces (Marketing, Support, Operations)
• Define customer experience and service business model and assess related warranty costs impact. Drive the implementation of new services; provide insight and facilitate development of new services
• Coordinate and lead content management area for CA, working with NPI, TCE and learning products team, define a content management strategy that support LF products serviceability vision. Align and actively participate in all PPS initiatives regarding this topic for leveraging and influencing on the solutions.
Qualifications
Job Requirements
This position requires a good understanding of existing service delivery model for LFP products, while balancing communication and networking skills, needed for the strong component of customer exposure as well as interaction with organizations on different functions around the world. He/she will strongly interact with the R&D Program development teams, regional service organizations, Marketing and regional sales team, Channel Partners among others.
Job requirements include Bachelor’s Engineering degree and around 2 year’s work experience, preferably with Mechanical background. Able to travel to multiple countries to support customers and provide technical training as needed. Travel required between 10 to 25%.
1. Solid Technical Background: >1-2 years of applicable Work Experience Printing Technologies or similar technological environment. Latex and/or UV printing technologies considered as an added value.
2. Though Leadership, change Management and influencing. Understands business priorities and drives and develops methods for supporting innovation and change across multidisciplinary and multi region organizations. Able to influence and drive direction without having direct control.
3. Strong troubleshooting and analytical skills: solid and demonstrable troubleshooting skills with ability to translate customer faced symptoms into product issues and define a clear action plan to get it resolved. Proficient in translating analysis into strategies.
4. Customer-Centric Focus. Fully understands customer perception and works towards improving customer experience in all environments, including quality of work, approach towards negotiation and way to reach end point.
5. Negotiating and communication skills. Good understanding of own and partners points of views and drive negotiation towards a common agreement seeking for a win-win solution with balanced business benefits/impacts. Able to defend HP position towards partners and customers. Fluent verbal and writing English.
6. Planning and Project Management skills. Able to deploy cross-organizational implementation plans, timely track progress, identify deviations and proactively take corrective actions.
7. Strong Team Building: Able to build interpersonal skills with partners so that new ideas can be accepted smoothly; and to give/receive open and honest feedback in a positive attitude. Effective collaboration across teams and within the team.
Job level: Intermediate/Specialist Hiring Manager: Roberto Sarasa
No salary provided
Posted May 20, 2014 at 02:30PM from LinkedIn http://ift.tt/1sP8cP6
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