What a Supplies Quality and Customer Experience Engineer does at HP:
- Be the customer champion for the assigned product(s)/solution(s) within Inkjet Portfolio.
- 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 (key areas include: Customer-Centered Product Needs, Support Strategy, Content & Messaging, Product Set-Up, Returns).
- Actively participate as member of program development team, forge partnerships with R&D, Manufacturing, Printer teams, and support partners. Drive product and customer experience improvements to ensure a differentiated product and support experience is delivered.
- 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. Engage in active communication of customer feedback/issue severity and incidence until the issue is fully understood and adequately addressed. Help investigation teams to attain quick assessment, fix/no fix decisions, and resolution.
Individuals who do well in this role at HP, usually possess:
- Bachelor's or Master's degree in Business Management, Engineering, Computer Sciences, or equivalent.
- PMP/PMI certification preferred.
- Typically 6-10 years experience.
- Extensive experience with using project and program planning tools and software packages to create, manage, and track project results.
- Excellent analytical and problem solving skills.
- Demonstrated business acumen and successful experience managing all aspects of programs, including communicating with stakeholders and directing matrixed teams and resources.
- Ability to effectively communicate program plans, proposals, and results, and negotiate options at senior management levels.
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