Customer Assurance Supplies Product Manager

**What a Customer Assurance Supplies Product Manager does at HP**:
- Be the customer champion for the assigned product(s)/solution(s).
- Influence supplies growth and build up business and technical acumen.
- You will be our primary customer advocate for assigned supplies products, with the overall goal to achieve an optimal balance between delivering a market leading customer experience and a key stakeholder in our drive for quality products.
- Primary interface with the customer support organizations and takes ownership to represent customers/support requirements into the product development community during NPI and through the printer's different launch phases. And accountable for the warranty performance of the product line under you.
- Overall, there are opportunities within the team to expose yourself on; exposure to Inkjet products and customer lifecycles (PDP and Customer experience roadmap), from pre-DO through product obsolescence, with the primary emphasis being on the Install, Learn, Use, Support areas of the lifecycle.
- Own and be accountable for Customer Assurance PDP deliverables as defined for product(s) assigned, ensure 100% completion and delivery of all PDP items (key areas include: Customer-Centered Product Needs, Support Strategy, Content & Messaging, Product Set-Up, Returns).
- Track, monitor, and review regularly progress against CA PDP deliverables with key CA stakeholders, and solicit formal signoff of deliverables completion at PDP checkpoints with CA management.
- Actively participate as member of program development team, forge partnerships with R&D, Manufacturing, Printer teams, and support partners. Drive product and customer experience improvements to ensure a differentiated product and support experience is delivered.
- Track, monitor, and report on product/customer experience performance of in-market products in partnership with CA support and warranty analysts. Enact appropriate problem-solving and project management approaches to contain and resolve issues quickly and thoroughly.
- Recommend solutions that optimize/balance warranty costs with appropriate product/customer experience needs, advocate for decisions that meet these objectives.
- Escalation Communication and Management - take ownership of escalated customer issues from call center, onsite, marketing centers, printer partners, SIE, etc. to quickly implement effective solutions.
- Lead/facilitate formal escalation team efforts as needed and manage smooth transition to appropriate short and long-term owners.
- Engage in active communication of customer feedback/issue severity and incidence until the issue is fully understood and adequately addressed.
- Help investigation teams to attain quick assessment, fix/no fix decisions, and resolution.
**Individuals who do well in this role at HP, usually possess**:
- Bachelor's/Master's Degree in Materials/Physics/Chemistry/Engineering (Mechanical/Mechatronics/Electrical & Electronics/Computer Science or equivalent qualifications).
- 2 years experience.
- Excellent problem solving and analytical skills.
- Strong Leadership and Communication skills.
- Demonstrate business knowledge and acumen.
- Understanding of TIJ Supplies & knowledge will be an added advantage.
- Ability to collaborate with Internal and External partners on resolution of issues and improvement projects at WW scale will be an added advantage.
- Knowledge of Support Processes, includes NPI setup; IB field response monitoring will be an added advantage.
- Understanding the warranty entitlement and cost analysis will be an added advantage.
- Strong program management, experienced in seeing through the PLC management, i.e. from NPI to Product Obsolescence will be an added advantage.
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