Remote Service Partner Manager with English

At HP, we believe in the power of ideas. 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 trust 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 this is how ideas and people grow.

HP is a proven leader in personal systems and printing, delivering innovations that empower people to create, interact, and inspire like never before. We leverage our strong financial position to extend our leadership in traditional markets and invest in exciting new technologies.

HP has an impressive portfolio and strong innovation pipeline across areas such as:

  • blended reality technology - our unique Sprout by HP will change the way people do things
  • 3D printing
  • multi-function printing
  • Ink in the office
  • tablets, phablets, notebooks
  • mobile workstations

Job scope/summary:
  • To manage all operational matters and quality performance related to assigned PPS channel partners.

Job specifics/responsibilities:
  • New Partner Setup
  • Educate partners - self-sufficiency/engagement model
  • Deliver operational trainings (Ops guide, how to interface with HP, etc.)
  • Communicate Ops guide changes, program changes, etc.
  • Be the main point of contact for all matters pertaining to partner inquiries, acting as first line contact and taking ownership for queries end to end.
  • Ensure a close working relationship with assigned accounts.
  • Ensure assigned partners make correct financial warranty claims where applicable
  • Ensure all assigned accounts are meeting operational targets within Accreditation metrics
  • Ensure assigned partners deliver high-quality customer satisfaction in service delivery to customers.
  • Take ownership of partner issues and work to satisfactory resolution
  • Support and motivate channel Partners to achieve end results
  • Help to drive operational improvements for assigned accounts
  • Act as escalation point for all partner escalations
  • Work under own initiative and take ownership of issues, ensuring best in class support to partners and customers
  • Develop a very close working relationship with (country/region) channel team, attending all reviews when required

Key deliverables/accountabilities:

HP procedures/ policies are strictly followed Labour legislation is strictly adhered Ensure that assigned channel partners deliver high-quality services to customers

Working relationships:

  • PPS EMEA CSS Region/Sub-region/Country/Tower Teams

  • Channel Partners Representatives

Education (degree) and professional experience required:
  • Bachelor/Master in Business or related
  • Experience in a virtual team environment
  • 1-2 years of experience in service delivery is an advantage
  • Understanding of channel partner business model is an advantage

Other requirements:
  • Fluent in written and verbal English & German.

Personal skills and qualities:
  • Strong communication skills; Positive can-do attitude; Customer centric approach
  • Out of the box thinking - able to find solutions
  • Strong communication and influencing skills; Excellent teamwork skills
  • Able to apply tools and technology to produce results
  • Able to understand global business processes and identify the impact of change
  • Able to work in a pressured environment working to tight timescales
  • Ability to generate strong relationships internally and externally
  • Ability to identify potential issues early on and work them to a satisfactory conclusion
  • Ability to operate effectively within a virtual (cross-cultural) team
  • Organized and methodical approach, analytical skills
  • Self-motivated
  • Team player

Technical skills (procedures and documents the employee has to be acquainted with):
  • MS Office
  • Reporting tool /Data management

*Please, note that this is a temporary position!

We're looking for visionaries who are ready to make an impact on the way the world works. At HP, the future's yours to create!

This is to inform you that HP Inc. Bulgaria EOOD (“HP”) is a personal data controller. Some of the information that you provide voluntarily is personal data and falls under the protection regime under the General Data Protection Regulation and the Bulgarian Personal Data Protection Act. The personal data provided by you will be processed for the purposes of the selection process as well as in respect of any future contract of employment between you and HP. HP takes the responsibility to handle, use and store your personal data, ensuring its protection and confidentiality.


Back to top