Partner Service Manager - Finland & Baltics

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At HP, we believe in the power of ideas. From cutting edge personal digital equipment to the most powerful IT solutions, we use ideas to put technology to work for everyone. And we believe that ideas thrive best in a culture of teamwork. That is why everyone-at every level in every function-is encouraged to have original ideas, to express them and to share them. We believe anything can be achieved if you really believe in it, and we will invest in your ideas to change lives and the way people work. This vision is what sets us apart as a company. At HP we work across borders, and without limits. Global virtual teams share resources and pool their big ideas to solve business issues and meet personal goals. Everyone is valued for the unique skills, experiences and perspective they bring. That's how we work at HP. And it's how ideas-and people-grow

In this role you will be responsible for improving channel partners' ability to succeed with HP Print contractual portfolio, including S-Print/HP LaserJet, HP PageWide, and Samsung-branded printer products.

You will act as trusted advisors and champions for HP's top channel partners for service and support related activities in order to support HP products, supplies and servicesvcs growth, and partner success in delivering best in class service to their customers. People will integrate technical knowledge and business understanding to create solutions for channel partners.

You will operate in close partnership with the HP Global Business Units, Region Marketing, Sales teams, and HP Customer Support teams.

Responsibilities:

  • Provide a single point of contact for service managers at major partners deploying and supporting HP's Channel Partner portfolio
  • Lead consulting with partner delivery teams in planning, delivering, and managing complex support design, deliver, and manage delivery of office printing solutions.
  • Drive monthly/quarterly reviews with partners
    • Provide expert consulting on a specific technology, application, service offering or market segment through proactively maintaining high-level technical, operational expertise and understanding of industry trends to develop channel partner relationship.
    • Apply deep and broad office printing technical background and knowledge of copier industry trends to manage critical channel partner relationships
    • Anticipate, understand partners needs from HP
    • Promote HP strategies for improving products serviceability, diagnostic tools, SDS Value proposition
  • Proactive Support
    • Integrate technical knowledge and business understanding to create solutions for channel partners.
    • Gather feedback, provide access to existing documentation and support tool set, fleet support reporting
    • Find broken processes, improve communications, fix breakdowns and define improvements plans.
    • Deploy service programs and program changes with partners
  • Reactive Support
    • Resolve technical and business incidents.
    • Elevate Customer Support Level 2 and Global Business Units' attention on unresolved issues to find and fix hot problems (parts and service issues...) through a fast Turn Around Time.
    • Log complex cases for ensuring appropriate actions by Level 2, Global Business Unit, and country reporting
    • Quickly sSolve light technical issues or escalate to appropriate teams in Customer Support and Global Business Units
  • Operations management
    • Ensure partner readiness for process and systems training. In case of a compliance investigation, drive engagement with partner's management
    • Perform Partner assessments and ensure partner compliance to HP Ops guide
    • Ensure new product and service communications to partners and proactively track Service Qualification readiness completion
    • Review partner delivery performance (Delivery KPIs) and corrective action plans

  • Is the HP Sales and category focal point for partner selection, on boarding , post sales issues
  • Mentor/consult with team members, other organizations, customers, and vendors on the most complex issues and CS ecosystemTechnical expertiseMentoring
    • Apply deep and broad office printing technical background and knowledge of copier industry trends to manage critical channel partner relationships.
    • Integrate technical knowledge and business understanding to create solutions for channel partners.
    • Mentor and consult with team members, other organizations, customers, and vendors on the most complex issues.
    • Mentor and assist less-experienced team members on complex incidents.


Job Requirements:

Education:

Bachelor of Science or Master of Science degree in Engineering, Computer Science, Computer Engineering or similar field, or equivalent experience. Masters of Business Administration preferred.

Required Experience:
  • 5-10 plus years of support, engineering, and technical experience with office copiers and office printing providers. Preferred to have additional experience with scanners, printers, MFPs, and similar products.
  • Experience working across organizations.
  • Process improvement and process implementation experience, especially with complex, distributed systems. Project Management Professional or Lean Sigma Black Belt certification preferred.
  • Relationship management
  • Fluency in English and key local languages required.


Other Requirements:
  • Greater than 50% travel required.


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