Graduate Tech Program - 3D Printing Customer Assurance Part Quality Engineer
HP - Hewlett Packard
Sant Cugat del Vallès, Barcelona, ES
hace 1 día
source : beBee

Primary FunctionThe 3D Printing Customer Assurance team is part of the 3D Printing World Wide Operations Organization, and is responsible for all aspects of customer service management, with a clear focus to improve customer support experience through defining key support strategies and consolidating processes across service delivery organizations.

3D CA responsibilities also involve a close interaction with customers and bridging with Marketing, Product Engineering and R&D teams to funnel customer feedback, drive products improvements and actively resolve customer issues.

Within Customer Assurance team, this position will fit into an existing part quality engineering team specialized on understanding all product and process aspects that influence all different part quality attributes.

This team is the one who receives the complex part quality related cases coming from any customer anywhere in the world, and the team also holds the charter to develop all technical content to communicate and train the different regional support teams in the core aspects of our HP 3D Printing technology.

Key Duties and Responsibilities - Our strong commitment to support our customers and improve the Customer experience working with our products is one of the biggest challenges of our business every year.

3D Printing Customer Assurance Part Quality Engineer role is a key and strategic position within the team with focus on both new product development (including processes definition, setup and product launch phases) and improvement cycle once the product is in the marketplace.

  • Responsible to know our customers and their needs to be able to define the best support delivery strategy that meets their part quality expectations and to achieve the best that our technology and product can deliver.
  • Setup and improve the processes to capture customer part quality issues, providing a customer impact assessment for each problem and enabling a fast understanding of the reasons behind, ensuring that current products are continuously improved and that the field feedback is captured by R&D in the design phases of future products.
  • Specifically in the part quality area, 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 contents for training accordingly. Job RequirementsThis position demands very solid technical skills, as it requires a good understanding and troubleshooting of the complex HP 3D Printer products, while balancing communication and networking skills needed for the strong component of customer exposure, as well as interaction with organizations on different functions around the world.

    He / she will strongly interact with the R&D Program development teams, regional service organizations, marketing and regional sales team, and Channel Partners among others.

    Position requires an Engineering Degree (Materials, Mechanical, Industrial, Chemical or alike), and position also requires ability to travel to support customers and provide technical training as needed.

    Travel required between 10 to 25%. - Excellent communication skills. Understands business priorities and prepares and drives verbal and written communications, for both technical and businesses audiences.

    Able to defend HP position towards partners and customers. Excellent verbal and writing English is required. - 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. - Customer-Centric Focus. Fully understands customer perception and works towards improving customer experience in all environments, including quality of work, approach towards negotiation and way to reach an end point.

  • Planning and Project Management skills. Able to deploy cross-organizational implementation plans, timely track progress, identify deviations and proactively take corrective actions.
  • Team Building attitude : Able to build interpersonal skills with peers and partners so that new ideas can be accepted smoothly;
  • and to give / receive open and honest feedback in a positive attitude. Effective collaboration across teams and within the team.

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