Product Experience Support Manager, Customer Support

Product Experience Support Manager, Customer Support

Description -

In this position, you will act as a Product Experience Support Manager (PESM) responsible for the quality and usability of new Retail products and new software introductions. You will represent the Customer Support organization and act the voice of the customer in product development core teams to ensure that the new products and software are customer-ready and easily supportable.

Responsibilities:

• Represent Customer Support Business Unit in worldwide cross-functional notebook & desktop PC product teams; be the voice of customer & service in the product development process
• Advocate product customer experience, G2G (generation to generation) improvement
• Work closely with Taiwan, China, America & EMEA Development Centers/teams in developing service models/strategies that are competitive (features & cost) & satisfying customer needs
• Assist in increasing Design-for-Service Capabilities on products & knowledge within product teams; Influence product design & monitor warranty/service budget based on yearly budget allocation.
• Manage service readiness process for HP notebooks, desktop PC & other assigned programs (Planning, monitoring, risk managing, metrics); ensure service teams, systems & processes are ready to support customers upon First Customer Shipment Date
• Ensure sudden field issues appeared at or after product launch have solutions that minimize cost impact & promote a positive Total Customer Experience
• Gaming PC and service field experiences are preferred

Education and Experience Required

• Typically 5+ year working experience as Program Manager in NB/PC/Mobile phone industry .
• Service relevant working experience is a plus.
• English ability needs to very good to adapt to daily English calls with regions.
• Bachelor's or Master's degree in Business Management, Engineering, Computer Sciences, or equivalent.

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Job -

Engineering

Schedule -

Full time

Shift -

No shift premium (Taiwan)

Travel -

Relocation -

NoEqual 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"