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3D MJF Customer Assurance Part Quality Engineer Full Time

en HP Barcelona en Barcelona (Publicado en 28-04-2022)

The 3DP Plastics Customer Assurance team is part of the 3D Printing World Wide Operations Organization, and is responsible for all aspects of customer service management, with a clear focus to improve customer support experience through defining key support strategies and consolidating processes across service delivery organizations.

3DP CA responsibilities also involve a close interaction with customers and bridging with Marketing, Product Category, Product Engineering and R&D teams to funnel customer feedback, drive products improvements and actively resolve customer issues.

This position fits into an existing team that provides the bridging between the 3D Services Front end Organization that provides support to end customers, and the GBU back-end teams (Product Engineering and R&D) that holds the product responsibility and the accountability for the continuous improvement of the quality and performance of our product offering.

Within this team, the individual holding this position will manages complex part quality related cases coming from any customer anywhere in the world and develops technical content to communicate and train the different regional support teams in the core aspects of our HP 3D MJF technology.

Key Duties and Responsibilities

  • Our strong commitment to support our customers and improve the Customer experience working with our products is one of the biggest challenges of our business every year. 3D Printing Customer Assurance Part Quality Engineer role is a key and strategic position within the team with focus on both new product development (including processes definition, setup, and product launch phases) and improvement cycle once the product is in the marketplace.

  • Responsible to know our customers and their needs to be able to define the best support delivery strategy that meets their part quality expectations and to achieve the best that our technology and product can deliver.

  • Setup and improve the processes to capture customer part quality issues, providing a customer impact assessment for each problem and enabling a fast understanding of the reasons behind these issues, ensuring that current products are continuously improved and that the field feedback is captured by R&D in the design phases of future products.

  • Specifically, in the part quality area, lead deployment of product updates and related implementation plans with the objective to mitigate customer and warranty impact of product issues and improve customer experience. Lead communications towards service and sales community and update training and content management documentation accordingly.

Job Requirements

This position demands very solid technical skills, as it requires a good understanding and troubleshooting of the complex HP 3D Printer products, while balancing It with a customer centric mindset and excellent communication and networking skills, as well as interaction with organizations on different functions around the world.

Job requirements include ability to travel to multiple countries to support customers and provide technical training as needed. Travel required will not be more than 10% of the time.

Solid Technical Background: Master?s Engineering degree and >10 years of applicable Work Experience, either in the 2D / 3D Printing industry, or in a High-Tech Customer Support environment. 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. 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 an end point. Planning and Project Management skills. Able to deploy cross-organizational implementation plans, timely track progress, identify deviations and proactively take corrective actions. Team Building attitude: Able to build interpersonal skills with peers and partners so that new ideas can be accepted smoothly; and to give/receive open and honest feedback in a positive attitude. Effective collaboration across teams and within the team.

What we offer:

  • Opportunity to work in an international organization with colleagues coming from all over the world.

  • Diverse, continued internal growth and career opportunities. Including HP?s own learning platform and LinkedIn Learning.

  • An attractive benefit package

  • Women, Multicultural, Pride, Young employees, Sustainability and DisAbility! Just a few of our fantastic global business networks you can get involved with locally.

  • We also dedicate time and resources to contribute with our community through Corporate Volunteering activities, including our onsite HP Charity day

About HP

You?re out to reimagine and reinvent what?s possible?in your career as well as the world around you.

So are we. We love taking on tough challenges, disrupting the status quo, and creating what?s next. We?re in search of talented people who are inspired by big challenges, driven to learn and grow, and dedicated to making a meaningful difference.

HP is a technology company that operates in more than 170 countries around the world united in creating technology that makes life better for everyone, everywhere.

Our history: HP?s commitment to diversity, equity and inclusion ? it's just who we are.

From the boardroom to factory floor, we create a culture where everyone is respected and where people can be themselves, while being a part of something bigger than themselves. We celebrate the notion that you can belong at HP and bring your authentic self to work each and every day. When you do that, you?re more innovative and that helps grow our bottom line. Come to HP and thrive!

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