Supplies Customer Assurance Engineer

Description -

Job Summary

Act as a customer advocate for assigned ink supplies products, with the overall goal to achieve a balance between delivering a market leading customer experience and assuring HP profitability.

This role spans throughout the product lifecycles and focuses on driving customer experience improvement leveraging customer sentiments and telemetry and work closely with the Home Print and customer support teams to ensure support and serviceability requirements into the product development during NPI/launch and current product phases.

For current products, this role is responsible to represent the overall state of the customer experience and in-market product quality. Individual will harness different avenue of customer data to provide insights to drive product quality and customer experience

Responsibilities

- Be the customer champion for the assigned product(s)/solution(s) within Home and Office products

- Own and be accountable for Supplies Quality and Customer Experience deliverables as defined for product(s) assigned, ensure 100% completion and delivery of key areas including: Customer-Centered Product Needs, Support Strategy, Content & Messaging, Product Set-Up, Returns.

- 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, printer partners, etc. to quickly implement effective solutions.

- Analyze complex calls data & channels of feedback, develop taxonomy to provide meaningful insights on customer behaviors and product performance in field

- Create Database for all call data, web views and social media.

- Work with Customer Support Managers to build business rules for auto tracking and auto triggering for any deviation in trends

- Map out what customer’s expectations across segment and across generation

- Work as part of cross-functional teams across organizations

- Track metrics to measure customer satisfaction and address performance gaps.

- Work independently to construct statistical to forecast customer satisfaction. Identify cutting-edge analytical tools, models, and methods for making key business decisions.

Education & Experience Recommended

- Four-year or Graduate Degree in Computer Science, Data Science/Analytics, Engineering, or any other related discipline or commensurate work experience or demonstrated competence

- Excellent problem solving and analytical skills

- Strong Leadership and Communication skills

- 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, i.e. from NPI to EOL

- Demonstrate business knowledge and acumen

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Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"