Print Partner Service Manager

Job Description

This person is responsible for improving channel partners’ ability to succeed with HP Print contractual portfolio, including HP LaserJet, HP PageWide, and Samsung-branded printer products.

People in these roles 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 services 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.

These positions will be in strategic geographic sites, close to partners to be supported. They 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 solve 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
• Mentoring
  • 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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