Job Description

Primary Function

The Current Product Engineering team is part of LFpro (Large Format Production), a growing business with a dynamic HP portfolio targeting Print Service Providers in the low/mid volume industrial printing markets. HP printers in these segments include widths in the range of 54’’ to 126’’ and use the Latex & UV inks technologies, providing versatile solutions on a wide range of flexible and rigid media.

The CPE department, reporting to the LFPro Operations function within the GBU, is accountable and responsible for managing quality performance of the product in the field, supporting our customer, focusing on continuously enhancing product performance and support experience to our customers.

The CA charter includes close interaction with customers and bridging with the rest of the CPE team to actively resolve field and customer issues, funnel customer feedback and drive product improvement.

Finally, the CPE Customer Assurance role is also responsible for continuously reducing the WW Warranty cost and keep delivering the best customer experience.

Key Responsibilities

This position as a Customer Assurance Product Manager will have the primary role to take over current product management processes and escalations for one of our products segments. Main responsibilities:

Support regional delivery teams by managing technical escalations to GBU that were not resolved by the service teams, looking for the quickest Time to Response. This involves providing high technical troubleshooting knowledge thru engagement with the rest of the CPE team to accelerate issue resolution.

Setup and improve the processes to capture customer issues, providing a customer impact assessment for each problem and enabling a fast understanding of product failures. Lead the Voice of the Customer process to ensure current products are continuously improved and to ensure this feedback is captured for the design of future products.

Lead the deployment of product hardware & firmware fixes & updates to the field with the objective of mitigating customer and warranty impact of product issues and improving customer experience.

Technical communication to service & sales communities. Keep the training content and the product technical information updated.

Drive product quality metrics & warranty data analysis as part of the product improvement exercise and to drive down warranty costs. This includes deep dive data analysis on warranty costs including spare parts consumption and service hours to identify warranty drainers and drive plans to correct and resolve them.

Job Requirements

This position requires solid technical skills, in order to understand/troubleshoot complex printer & system issues, along with communication & networking skills, needed to manage customer exposure and interaction with organizations in different functions around the world. As a CA product manager part of the CPE team you will strongly interact with the rest of the team, marketing, regional service & sales organizations and Channel Partners among others.

Linked with the warranty analysis, this position requires strong analytical skills in order to identify warranty drainers and define correction activities linked with the product and service performance efficiencies.

Job requirements include Bachelor’s Engineering degree and around 2 year’s work experience. It also requires availability for travelling ww, in order to support customers and provide technical training (travel time in the range 10% to 25%).

• Solid Technical Background: >2-4 years of applicable Work Experience in Printing Technologies or a similar technological environment. Latex and/or UV printing technologies considered as an added value.
• Strong troubleshooting skills: solid troubleshooting skills with ability to translate customer symptoms into product issues. Proficiency in translating analysis into strategies and actionable plans.
• Solid analytical and excel management skills: data management skills and ability to manage big amounts of data and to define metrics to track trends & costs. Interest in growing on business acumen.
• Customer focus. Understands customer perception and works towards improving customer experience. Experience in service and customer support area or related customer assurance and customer facing processes will be valued.
• Negotiating and communication skills. Good understanding of own & others interests, positions and points of view when driving negotiations towards a common agreement, plus seeking win-win solutions with balanced business benefits/impacts. Able to defend HP position in front of partners and customers. Fluent written and spoken English.
• Team Building capacity: Ability to build interpersonal relationships with partners across GBU departments and other HP organizations ww; Positive & constructive attitude in front of problems. Effective collaboration across teams and within the team.

Benefits

• A Women Network that organizes activities all year long, such as the promotion of STEM vocations among girls.
• Opportunity to work in an international organization with colleagues coming from all over the world.
• Diverse internal growth and career opportunities.
• An attractive package of benefits such as private health insurance, life insurance, lunch at reduced prices at our canteen, discounts on HP products, pension, and flexible working schedule etc.
• Sports centre (indoor and outdoor); gym, squash courts, tennis courts, basketball courts and regular fitness classes such as Yoga, Pilates, etc.
• We also dedicate time and resources to contribute with our community through Corporate Volunteering activities.

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