Product Support Manager Expert - Customer Assurance 3D Printing Metals

Product Support Manager Expert - Customer Assurance 3D Printing MetalsDescription -The 3D Printing Customer Assurance team is part of the 3D Printing Operations Organization and is responsible for the World-Wide aspects of service management with a clear focus to improve customer support experience through defining key support strategies and consolidating processes across regional Service and Category / Sales organizations.Team responsibilities also involve close interaction with customers and bridging with Marketing, Operations Engineering and R&D teams to funnel customer feedback, drive products improvements and actively resolve field issues and customer cases.Key Duties and Responsibilities• 3D Printing Customer Assurance Customer Support Manager Role is a key and strategic position within the team with focus on new product development including support processes definition, setup and improvement once in the market, responsible to know our customers and their needs to be able to define the best support delivery strategy that meets their expectations and achieve the maximum level of efficiency inside our organization. Knowledge should include HP delivery models and organizations to be able to define the best proposal and strategy that fits the customer segment.• Once the product is released into the marketplace, lead the technical escalations resolution, for those complex customer cases elevated from the regional support organizations.• Setup and improve the processes to capture customer issues, providing a customer impact assessment for each problem and enabling a fast understanding of product failures. Lead the Voice of the Customer process to ensure current products are continuously improved and to ensure this feedback is captured by R&D in the design of future products.• Lead deployment of product updates and related implementation plans with the objective to mitigate customer and warranty impact of product issues and improve customer experience. Lead communications towards service and sales community and update training and content management documentation accordingly.Job RequirementsThis position demands solid technical skills, as it requires a good understanding and troubleshooting of a highly complex 3DP printer, while balancing communication and networking skills. He/she will strongly interact with the Product Support Managers and Engineering teams (R&D and Operations), regional service organizations, marketing and regional sales team, Channel Partners and end customers when appropriated.Job requirements include Engineering degree and minimum of 5 years of related work experience. Able to travel to multiple countries to support customers and provide technical training as needed. Travel required between 10 to 25%.1. Solid Technical Background: >2 years of applicable Work Experience in Printing Technologies or similar technological environment. Latex and/or UV printing technologies considered as an added value.2. Excellent communicator, in a 360 degrees environment. This is a key success factor, given the specific nature of this position. Fluent English language required (proficiency level).3. Leadership change Management and influencing. Understands business priorities and drives plans and actions into completion. Able to influence and drive direction without having direct control.4. Strong troubleshooting and analytical skills: solid and demonstrable troubleshooting skills with ability to translate customer faced symptoms into product issues and define a clear action plan to get it resolved. Proficient in translating analysis into strategies.5. Customer Centric approach. Fully understands customer perception and works towards improving customer experience in all environments, including quality of work, approach towards negotiation and way to reach end point.What we offer•    Opportunity to work in an international organization with colleagues coming from all over the world.•    Diverse, continued internal growth and career opportunities. Including HP’s own learning platform and LinkedIn Learning.•    An attractive benefit package:-    Health & Life insurance-    Lunch at reduced prices at our canteen/ ticket restaurant vouchers-    HP product discount-    Flex optimization program: Kindergarten tickets, public transportation tickets•    We have a Women Network which organizes activities such as; Networking, the promotion of STEM vocations, talks on; improving business acumen, work life balance and skills of the future etc Job -EngineeringSchedule -Full timeShift -No shift premium (Spain)Travel -Relocation -EEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.