Supplies Quality Customer Support Manager

In this engineering role you will act as a primary customer advocate for assigned supplies products, with the overall goal to achieve an optimal balance between delivering a market leading customer experience and assuring HP profitability. Along with driving improvements in customer experience, this role is the primary interface with the IPS and/or customer support organizations, and takes ownership to represent support requirements into the product development community.

Job Responsibilities

  • Be the customer champion for the assigned product(s)/solution(s) within IPS
  • Own and be accountable for Customer Assurance 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)
  • Track, monitor, and review regularly progress against CA PDP deliverables with key CA stakeholders, and solicit formal signoff of deliverables completion at PDP checkpoints with CA management
  • 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 in partnership with CA support and warranty analysts. 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.

Job Requirements:

  • Bachelor's/Masters Degree in Materials/Physics/Chemistry/Engineering (Mechanical/Mechatronics/Electrical & Electronics/Computer Science or equivalent qualifications)
  • Excellent problem solving and analytical skills
  • Strong Leadership and Communication skills
  • Demonstrated strong Inkjet supplies TIJ product knowledge
  • Ability to collaborate with Internal and External partners on resolution of issues and improvement projects
  • Knowledge of Support Processes, includes NPI setup; IB field response monitoring
  • Strong program management, experienced in seeing through the PLC management, ie from NPI to Product Obsolescence
  • Demonstrate business knowledge and acumen

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