The 3DP Customer Assurance team is part of the Operations and RnD organization within HP’s 3D Printing Systems Global Business Unit.
Its focus is to improve our 3DP solutions and the customer support experience through defining key support strategies in close collaboration with regional and WW teams in Service, Category, and Sales organizations.
Team responsibilities also involve interaction with customers and bridging with Marketing, Operations Engineering, and R&D teams to funnel customer feedback, drive product improvements, and resolve customer issues.
As 3DP Metal Jet Customer Assurance Manager , he / she will drive for the readiness of New Products Introduction from a product and service delivery point of view, manage the Current Products support phase, and People Management and development.
The descriptions of these responsibilities are :
1) NPI management
Product readiness. Ensure the solution delivers customer expectations, Annualized Intervention Rate and Uptime meet business goals, and product knowledge content is defined for customers, resellers, and HP support organizations.
Service delivery readiness. Ensure the product is ready to be supported in the field and all service delivery areas are defined, aligned, and executed (training, spare parts, channel program, services portfolio).
Service delivery models definition & improvement. In alignment with 3D Services, define the service delivery model suitable for upcoming NPI and review and refine the model for current products to ensure customer satisfaction, affordability, and scalability across all WW regions.
Fast product stabilization. Ensure a rapid stabilization of new products in the field, meet reliability goals, and quickly solve customers’ main issues.
2) Current Products management
Technical and business escalation management. Customer Assurance provides L3 / 4 support (highest expertise level) to regional support teams and drives the resolution of business escalations with the support organization (3DS) and GTM.
Escalation management needs to be done efficiently and promptly.
Operational excellence in Quality and TCE. Define and follow up targets on AIR, uptime, TCE, and warranty cost, matching customer expectations and business needs.
Work closely with 3DS WW and Regional teams to build POR for continuous improvements in operational metrics.
3) People management & development.
Team leadership and growth. Drive a competent and talented team to deliver all expected results with a high level of engagement and promote the professional development of the team members.
KNOWLEDGE AND SKILLS
This position demands a combination of technical, business, and people management skills. It requires having a good understanding of MJF or Metal Jet technology and how our business model works, both from the GBU and regional standpoints.
He / she will strongly interact with many 3DP organizations (3D Services, Operations, R&D, Regional Support and Sales, Finance, and Materials Organization), engaging also with Channel Partners and end customers.
Leadership. A person with natural leadership attributes and previous experience as a people manager or team leader. She / he can lead and inspire a team and manage conflict effectively and with emotional intelligence.
Business acumen. With proven experience in managing budget, projects, and business processes driven by Finance. An MBA or similar business education will be a plus.
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 an endpoint.
Drive for results : He / she focuses on execution to deliver results, with a pragmatic approach and removing roadblocks to make his / her team effective.
Solid Technical Background. With an Engineering degree and more than five years of applicable Work Experience in Printing Technologies or a similar technological environment.
Experience in Additive Manufacturing and / or Low Volume & High Complexity industrial products will be considered a strong added value.
Excellent communicator . That is a key success factor, given the specific nature of this position. Fluent English language required (advanced level).
Strategic thinking. Able to devise long-term needs and priorities for his / her team and match with business evolving needs.