Full-timeOperations & management· Posted 15 Sept

Supplies Customer Assurance Engineer

HPFrom company site

Salary

Not stated by the company

When

Full-time hours

Where

Singapore

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Start: Not stated
Work mode: On-site
Experience: Some experience

About the role

You will act as the customer advocate for assigned ink supplies products, working to balance a strong customer experience with business profitability. The role covers the product lifecycle and involves close work with the Home Print and customer support teams, so it suits someone analytical who enjoys cross-functional problem solving.

What you'll do

Champion the customer for assigned products and solutions within Home and Office products
Own and deliver Supplies Quality and Customer Experience PDP items, including customer-centred product needs, support strategy, content and messaging, product set-up and returns
Partner with R&D, Manufacturing, Printer teams and support partners as part of the program development team
Track, monitor and report on product and customer experience performance for in-market products

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Apply problem-solving and project management approaches to contain and resolve issues

Recommend solutions that balance warranty costs with product and customer experience needs

Take ownership of escalated customer issues from call centres, onsite teams, marketing centres, printer partners and SIE

Lead and facilitate formal escalation team efforts and manage handover to short and long-term owners

Communicate customer feedback, issue severity and incidence until issues are fully addressed

Support investigation teams with quick assessment, fix or no-fix decisions and resolution

Good to know

Full time schedule
No shift premium
Travel not specified
No relocation provided

Requirements

Four-year or graduate degree in Computer Science, Engineering or a related discipline, or equivalent work experience or demonstrated competence
Strong problem solving and analytical skills
Strong leadership and communication skills
Able to collaborate with internal and external partners on issue resolution and improvement projects
Knowledge of support processes including NPI setup and IB field response monitoring
Strong program management experience across the product lifecycle from NPI to EOL

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Supplies Customer Assurance Engineer

About the role

What you'll do

Good to know

Requirements

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