Supplies Quality and Customer Experience Engineer

Supplies Quality and Customer Experience EngineerDescription -What a Supplies Quality and Customer Experience Engineer does at HP:Be the customer champion for the assigned product(s)/solution(s) within Inkjet Portfolio.Own and be accountable for Supplies Quality and Customer Experience PDP deliverables as defined for product(s) assigned, ensure 100% completion and delivery of all PDP items (key areas include: Customer-Centered Product Needs, Support Strategy, Content & Messaging, Product Set-Up, Returns).Actively participate as member of program development team, forge partnerships with R&D, Manufacturing, Printer teams, and support partners.  Drive product and customer experience improvements to ensure a differentiated product and support experience is delivered.Track, monitor, and report on product/customer experience performance of in-market products. Enact appropriate problem-solving and project management approaches to contain and resolve issues quickly and thoroughly.Recommend solutions that optimize/balance warranty costs with appropriate product/customer experience needs, advocate for decisions that meet these objectives.Escalation Communication and Management - take ownership of escalated customer issues from call center, onsite, marketing centers, printer partners, SIE, etc. to quickly implement effective solutions. Lead/facilitate formal escalation team efforts as-needed and manage smooth transition to appropriate short and long-term owners. Engage in active communication of customer feedback/issue severity and incidence until the issue is fully understood and adequately addressed.  Help investigation teams to attain quick assessment, fix/no fix decisions, and resolution.Individuals who do well in this role at HP, usually possess:Bachelor's or Master's degree in Business Management, Engineering, Computer Sciences, or equivalent.PMP/PMI certification preferred.Typically 6-10 years experience. Extensive experience with using project and program planning tools and software packages to create, manage, and track project results.Excellent analytical and problem solving skills.Demonstrated business acumen and successful experience managing all aspects of programs, including communicating with stakeholders and directing matrixed teams and resources.Ability to effectively communicate program plans, proposals, and results, and negotiate options at senior management levels.Sustainable impact is HP’s commitment to create positive, lasting change for the planet, its people, and our communities. This serves as a guiding principle for delivering on our corporate vision – to create technology that makes life better for everyone, everywhere.HP is a Human Capital Partner – we commit to human capital development and adopting progressive workplace practices in Singapore.#Li-PostJob -EngineeringSchedule -Full timeShift -No shift premium (Singapore)Travel -Relocation -Equal 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.If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement