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Graduate Engineer Customer Assurance Product Manager Full Time

en HP Barcelona en Barcelona (Publicado en 27-11-2021)

The LFP Design Customer Assurance team is part of the LFP Services and CA Organization, with a clear focus to improve customer support experience through defining key support strategies and consolidating processes across service delivery organizations.


CA responsibilities also involve a close interaction with customers and regional teams and bridging with several GBU functions to funnel customer feedback, drive products improvements and actively resolve customer issues.


The CA Product Manager role holds overall product knowledge, develops and delivers all post sales technical content to communicate and train the different regional support teams in the core aspects of our Large Format Printing technology.


Responsibilities


This is a key and strategic position within the team with focus on new HW solution development including support processes definition, setup and improvement once in the market, responsible to know our customers and their needs to be able to define the best support delivery strategy that meets their expectations and achieve the maximum level of efficiency inside our organization. Knowledge should include HP delivery models and organizations to be able to define the best proposal and strategy that fits the customer segment:


  • Interact with R&D during the development face to provide guidelines to ensure that final product follows HP standard in terms of serviceability including repairability, diagnosis and monitoring.

  • Prepare all the deliverables needed to provide training and knowledge to service and support organization to ensure that they are capable to solve customer issues.

  • Setup and improve the processes to capture first customer issues, leading the customer validation activities, 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 by R&D in the design of future products.


Job Requirements


This position demands solid technical skills while balancing communication and leadership skills needed for the strong component of customer exposure, as well as interaction with organizations on different functions around the world.


You will strongly interact with the R&D Program development teams, regional service organizations, marketing and regional sales team, and Channel Partners among others.


Job requirements include Bachelor?s or Masters Engineering degree. The job implies travelling to support customers and provide technical training as needed. Travel required around 10% of the time.

  • Excellent communication skills. Understands business priorities and prepares and drives verbal and written communications, for both technical and businesses audiences. Able to defend HP position towards partners and customers. Fluent verbal and writing English level.
  • Strong troubleshooting and analytical skills: solid and demonstrable troubleshooting skills with ability to translate customer faced symptoms into product issues and define a clear action plan to get it resolved. Proficient in translating analysis into strategies.
  • Customer-Centric Focus. Fully understands customer perception and works towards improving customer experience in all environments, including quality of work, approach towards negotiation and way to reach a successful outcome.
  • Team Building attitude: Able to build interpersonal skills with peers and partners to foster an effective collaboration across teams and within the team.

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