HP is the leader in Personal Computing systems. Quality, continuous improvement and delivering an exceptional customer experience are critical parts of our culture.
The Personal Systems Quality team is looking for an exceptional candidate to lead and manage a team of 3LS (Third Level Support) Engineers who drive to find root cause and solutions of customer’s issues, help drive quality into the products for the HP’s Commercial Notebook and Desktop product lines, and drive better and improved total customer experiences.
As part of a WW organization, you will:
Manage the Notebook and Desktop 3LS team that handles Americas and EMEA customer escalations related but not limited to HW, Bios, FW, drivers, OS, security, manageability, deployment, docks, network, accessories, and 3rd party applications.
Coordinate and collaborate with other 3LS teams to leverage skills, knowledge and resources to effectively and efficiently solve customer issues
Coordinate and collaborate with Field TCs (Technical Consultants), Sales reps and Region quality managers to solve customer product issues
Develop working relationship with Region quality managers. This would include planning regular key customer face to face visits working with the Region Quality Managers to understand customer expectations and their experience with HP products
Meet regularly with and provide quality performance measures and key customer escalations to PS Commercial General Manager (Alex Cho) and his staff.
Provide as appropriate skills training to 2LS and 1LS teams to improve their performance and improve AIR performance for Commercial Notebook products
Communicates appropriately at all levels, including customers, according to HP Standards of Business Conduct
Lead a team of dedicated and talented 3LS engineers that are focused on investigating and resolving complex compatibility, quality and reliability issues for our Commercial Notebook and Desktop PC customers
Daily management of case work load and resources for the 3LS Commercial Notebook 3LS team
Manage on-site customer visits as appropriate for key customers with complex issues. Some of these visits would include the manager in addressing and communicating with the customer in a business escalation situation.
Develop relationship and engaging with Supply Chain Engineering, R&D, Regional Quality teams, Field Technical Consultants/Sales and ODM/OEM partners to identify root cause, containment, and corrective action and prevention measures for the quality issues you are managing through your team.
Schedule and manage face to face visits of key ODMs to help drive product quality.
Providing Executive level reporting on 3LS performance for Commercial Notebook product portfolio, as well as reporting to Management level stakeholders on the progress of the issues you are managing
Work closely with and provide feedback to QPM team to provide direct feedback to help define and drive product requirements and improvements, during the product development process
Ensuring problem resolution efforts are aligned with overall business objectives in order to maximize meeting Sales and Customer expectations
Education and Experience:
Bachelor's Degree or equivalent experience required in an engineering discipline. Advanced university degree highly preferred
Solid understanding of PC architecture, Operating System, Networking and BIOS along with the HW and SW components of Desktops, Displays, Notebooks and tablets including manageability
10 or more years of related work experience, including 5 or more years of people leadership experience. Direct experience in a computer based R&D or Customer Support function desired
5 or more years’ experience communicating and working with customers including face to face meetings with customers and appropriate management of customer concerns/issues.
Knowledge and Skills:
Very good and positive communicator at all levels including customers in very stressful and intense situations
Advanced leadership skills, including coaching, teambuilding, conflict resolution, and management.
Advanced technical leadership skills and knowledge, including computer systems and architecture, networking and OS management tools.
Advanced technical leadership skills in troubleshooting and issue resolution. Strong knowledge of quality processes such as the 8D methodology as it applies to the development and manufacturing of Notebook, Desktop and tablet products.
Superior technical knowledge and strong business acumen, and industry experience encompassing one or more quality management domains.
Ability to work under significant pressure and meet aggressive time lines and targets
Excellent analytical and problem-solving skills, along with strong multi-tasking and prioritization skills
Advanced communication skills catered to a wide variety of audiences. (e.g. written, verbal, presentation); mastery in English and local language.
Advanced relationship management skills, including partnering and consulting.
Ability to work across WW time zones, and with many cultures and languages
Ability to travel for short periods of time, on short notice
Ability to identify and work with key stake holders for buy-in for improvement programs
Directs and controls activities within a sub-region or Region.
Manages 10 or more direct reports. Span of Control guidelines may differ from these numbers.