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Job Description :
As the Product Support Manager in the CS Print NPI organization, you will be responsible for Print product readiness across AMS Markets. The main responsibility of the Market Product Segment Manager (MPSM) is to drive the service life cycle of HP products/services/solutions/business models in their theatre.
This role requires working with global functions to define service support strategy, training strategy & planning, including participation in product pre-launch testing in respective markets. This role serves as a connection between the GBU expectations and the regional support needs – driving and challenging support strategies for better customer experience and cost impact. The MPSM is ultimately responsible for the overall success of the service readiness and life-cycle activity for all Introductions. This ensures that the CS Organization provides the highest level of customer support at the first service transaction with our customers.
Job specifics/responsibilities:
Leads and develops Product Support or solution(s) planning over the entire lifecycle, including end-to-end service delivery, sales readiness, and associated processes.
Represents services on product or solution core teams and provides service requirements into product development stages/phases, e.g., Product warranty support and cost analysis, and Service Product Marketing content/collateral.
Works across regions/geographies and WW teams to develop and/or implement new/enhanced services, solutions, or programs and associated processes to meet emerging customer/market needs and fuel profitable growth.
Utilizes technical and business skills to lead complex cross-functional activities that drive continuous growth of the services business.
Provides mentoring and guidance to peers and lower-level employees.
Key deliverables/accountabilities :
Sets up and leads Integrated readiness teams for the assigned Print product segment.
Drive and help to assess the efforts and costs for expanding existing capabilities or developing new ones for each NPI.
Ensures all GBU and regional support requirements are met on schedule • Acts as an advocate of the region and helps mitigate discrepancies and risks. Identifies and removes roadblocks for the CS organization for each NPI.
Collects regional CS needs of training units (IURs) and makes sure the IUR budget is met by prioritizing and optimizing order quantities. Orders units in system.
Organizes Train the trainer F2F sessions (if required by GBU) prior to launch only for the appointed functions and ensures all needs for the same are met (including training units).
Ensures all the CS teams have everything needed to be 100% ready to support products by FSD.
Education (degree) and professional experience required :
Typically, 8+ years of experience in Service delivery, business planning, and project/program management.
Experience in product management and supply chain process would be an added advantage.
Good understanding of print technology.
Experience in a virtual team environment.
Other requirements:
Fluent in English, Spanish
Personal skills and qualities :
Strong communication skills.
Positive can-do attitude.
Customer centric approach.
Out-of-the-box thinking – able to find solutions.
Influencing skills.
Excellent teamwork skills.
Able to apply tools and technology to produce results.
Able to understand global business processes and identify the impact of change.
