The World Wide Software & Accessories Strategist provides project management for all customer support deliverables. The Strategist is the voice of both the Customer & Service on cross-functional product teams for PC Software, Accessories & across After Market Options, as required. They champion serviceability & usability goals within these cross teams. It is the Strategist's responsibility to manage the service readiness process & ensure that programs/plans are in place for the product to be successfully supported when introduced. This involves ensuring appropriate (per customer & competitive requirements, cost goals) service models are implemented, monitoring status & communicating risks/concerns & ensuring contingency plans are in place for all Service & Support functions ( i.e. e-support, call center, repair services, training, documentation etc.). THe Strategist is involved in recommending changes to improve engineering/business processes to alleviate process inaccuracies & duplication (especially with respect directly supporting customers & service readiness processes); they contribute to and participate in all Program checkpoint deliverables.
Additionally, especially in the Software space, the Strategist is involved in evaluating the overall Customer Experience for these products. From ease-of-use, intuitivity, and solid design that would enable the Customer to have an excellent usage experience to support and service options that the Customer will face if problems arise, the Strategist is responsible for highlighting and driving resolution, where possible, for all issues.
Represent Service & Support in WW cross-functional product teams within HP Software & Accessory teams; be the voice of the customer & service in the product development process
Work closely with Taiwan & US-based teams & Warranty Financial Analysts in developing service models/strategies that are competitive (features & cost) & satisfy customer needs; integrate new/improved customer support solutions & initiatives into product launches
Assist in increasing Design-for-Service Capabilities on Products & knowledge within Product Teams; Influence product design
Manage Service Readiness process for After Market Options & other assigned programs (planning, monitoring, risk management, metrics); ensure service teams, systems & processes are ready to support customers
Ensure top pre-launch issues with high customer satisfaction impact have solutions available / contingency plans in place
Ensure issues that arise within a short timeframe of product launch have solutions that minimize cost impact & promote a positive Total Customer Experience
Build solid knowledge & understanding of customer service experience through HP support systems & processes for programs of responsibility; engage in Consumer Support & Delivery Operations projects as required
Assist in improving the effectiveness & efficiency of the support readiness processes/tools as required
HP will not sponsor individuals for immigration benefits in this position.
The successful candidate MUST have received degree within past 12 months, or prior to start date
Education and Experience Required:
Master's degree; project management experience
Critical Competencies to Drive Business Results:
Core Technical Leadership
Demonstrates leadership in the development of technical innovations and in ensuring optimum collaboration and knowledge sharing of technical insights
Project Leadership & Troubleshooting
Actively works to resolve project challenges and facilitate knowledge transfer between team members focused on shared objectives
Demonstrates motivation to build deeper technical depth in area-of-expertise, and inform that knowledge base through understanding of associated areas
Ensures that a positive customer experience informs both the approach to work, the quality demonstrated, and the endpoint for measuring success
Understands how businesses operate and uses this context to drive innovation and ethical decision-making
Develops methods for supporting innovation and change across the organization
Approaches problems in a rational manner using sound strategies that ensure comprehensive understanding and effective resolution
Yes, 25 % of the Time
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