Job Description

BPS Regional Product Support Mgr

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Responsibilities

Manages New Product Introduction and support strategies:

• New product introduction – Successfully plan and coordinate multiple support organizations involved in the warranty support process to ensure a successful NPI on time.
• NPI training units’ management – To communicate, plan and coordinate with the IUR coordinator the purchase of training units according to business needs. These units need to be bought well in advance according to the product launch, they will serve to train contact centers and support techs; buying periods are normally made of a few days, meeting the deadlines is crucial to not jeopardize the successful introduction of the product
• Defines and reviews product support strategies – Support strategies need to be defined and implemented according to the needs of each country/region depending on the sales volume, local services and repair capacities.

New Product Introduction and service model definitions

• Ensure WEB support readiness – Unassisted support is the first option for customers looking for help on the WEB where they can obtain troubleshooting content, SW and drivers updates, service notes or public advisories related to the PC model
• Ensure Contact Center readiness – Contact center is the second option to our customers, their readiness is crucial to provide accurate product solutions and a positive customer satisfaction
• Ensure Repair centers readiness – HW warranty service is the last option for a customer with a failing unit and they required not only to be trained on the repair process but ensure the parts availability with Supply chain org
• Systems definition – ensure all systems are ready for product launch according to the service strategy, these involves internal and external (customer facing) systems

Sustaining lifecycle Management

• Manages issues and escalations – Issue and escalation management, on time communication to upper management in case of escalations or potential issues, look for solutions and implement them to mitigate issues impact.
• Design feedback for future products, processes and policies – To learn from previous introductions; to analyze and provide valuable data to business units, product planners and engineering teams about previous launches to improve product quality and prevent failures in the future.

End of Service Life Management

• Manage End of Service Life Communications
• Ensure there’s in place an Out of Warranty strategy for customers

Project management

• Act as PM for internal projects identified to improve processes or procedures within the team or in conjunction with other organizations
• Mentor and Coach junior team members to help them develop PM skills.
• Manages upper-level stakeholder relationships.

Job -

Services

Schedule -

Full time

Shift -

No shift premium (Spain)

Travel -

Relocation -

Equal Opportunity Employer (EEO) -

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “ Know Your Rights: Workplace Discrimination is Illegal"