Customer Assurance Supplies Product Manager

2 weeks ago


Singapore HP SINGAPORE (PRIVATE) LIMITED Full time
Roles & Responsibilities

What a Customer Assurance Supplies Product Manager does at HP:

  • Be the customer advocate for the assigned product(s)/solution(s).
  • Influence supplies growth and develop business and technical expertise.
  • You will be the primary customer champion for assigned supplies products, aiming for the optimal balance between delivering an outstanding customer experience and being a key stakeholder in our pursuit of quality products.
  • Main point of contact with customer support organizations, ensuring representation of customer/support requirements in the product development community during NPI and across different printer launch phases. You are responsible for the warranty performance of the product line under your supervision.
  • Opportunities exist within the team to gain exposure to Inkjet products and customer lifecycles (PDP and Customer experience roadmap), from pre-DO through product obsolescence, with a focus on the Install, Learn, Use, Support aspects of the lifecycle.
  • Take ownership and responsibility for Customer Assurance PDP deliverables as defined for the assigned product(s), ensuring 100% completion and delivery of all key PDP items (such as Customer-Centered Product Needs, Support Strategy, Content & Messaging, Product Set-Up, Returns).
  • Regularly track, monitor, and review progress against CA PDP deliverables with key CA stakeholders, and seek formal approval of deliverables completion at PDP checkpoints with CA management.
  • Actively engage as a member of the program development team, fostering partnerships with R&D, Manufacturing, Printer teams, and support partners. Drive enhancements to product and customer experience to ensure the delivery of a distinctive product and support experience.
  • Monitor and report on product/customer experience performance of in-market products in collaboration with CA support and warranty analysts. Implement effective problem-solving and project management approaches to address and resolve issues promptly and thoroughly.
  • Suggest solutions that optimize/balance warranty costs with appropriate product/customer experience requirements, advocating for decisions that align with these objectives.
  • Manage Escalation Communication and oversee escalated customer issues from multiple sources, facilitating efficient solutions.
  • Lead/facilitate formal escalation team efforts as necessary and ensure a smooth transition to suitable short and long-term owners.
  • Actively communicate customer feedback/issue severity and incidence until a full understanding and resolution of the matter is achieved.
  • Assist investigation teams in promptly assessing, making fix/no fix decisions, and resolving issues.

Individuals who excel in this role at HP usually have:

  • Bachelor's/Master's Degree in Materials/Physics/Chemistry/Engineering (Mechanical/Mechatronics/Electrical & Electronics/Computer Science or equivalent).
  • More than 2 years of experience.
  • Exceptional problem-solving and analytical abilities.
  • Strong Leadership and Communication aptitude.
  • Demonstrated business understanding and acumen.
  • Familiarity with TIJ Supplies & knowledge is a plus.
  • Capability to collaborate with Internal and External partners on issue resolution and improvement projects globally is advantageous.
  • Knowledge of Support Processes, including NPI setup; IB field response monitoring is beneficial.
  • Understanding warranty entitlement and cost analysis is advantageous.
  • Solid program management skills, with experience overseeing the PLC management, i.e., from NPI to Product Obsolescence is beneficial.

Sustainable impact is HP's commitment to create positive, lasting change for the planet, its people, and our communities. This serves as a guiding principle for delivering on our corporate vision – to create technology that enhances life for everyone, everywhere.

HP is a Human Capital Partner – we invest in human capital development and embrace progressive workplace practices globally.

Let potential employers know your skillset

Program Development
Analytical Skills
Customer Experience
NPI
Customer Support
User Experience
Assurance
Problem Solving
PLC
Strategy
Program Management
Project Management
Warranty
Communication Skills
Customer Satisfaction
Product Development
Manufacturing
Human Capital

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