Job description:
As HP PC or Print product warranty service owner, the position is responsible for
1. Support model/experience/ offering/process design targeting market leading customer experience & cost structure
2. Service readiness governance for both Warranty and Service Business (NSI, system & part), to ensure service readiness to meet market requirements.
3. Service benchmarking & differentiation, to monitor marketing trending in support and services to ensure HP is BIC (Best in Class)
4. Drive projects for s-NPS improvement, local value capture etc.
5. Address business/support escalations from BU/GTM/sales channel and relevant teams in CSS
6. Support BU on service product initiative, including costing, project schedule, financial performance, resources, and market expectation.
7. Drive deep dive into quality issues for respective product line, plan quality improvement initiatives & projects, define quality improvement strategy
8. Proactively monitor & interfere quality outliners with solid actions & escalation for respective product line, work with Quality team & GBU on fixing major quality issues and mitigation plan. Drive quality team focus on quality improvement initiatives & projects, define quality improvement strategy to meet AIR improvement goal.
Qualification:
1. 21025 bachelor or master degree majored in computer science, engineering etc. Minor on business administration related would be better.
2. Knowledge of hardware principles and interest in disassembly & maintenance and have some experience is preferred
3.Creative and can logically simplify to solve complicated problems
4.Fluent oral and written English
5.Clear and effective communication skills
6.Strong data analysis skill
7.Hard working with teamwork spirit and can-do attitude
