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title: effective collaboration across teams and within the team.uv printing technologies considered as an added value.
· collaborate with proudct engineering to ensure proper definition of service (repairable) parts and assure availability upon introudction.understands cusotmer perception and works towrads improving cusotmer experience in all environment.marketing and regional sales team, regional service organiaztions, he/she will strongly interact with the r&d program development teams, channel patrners among others.).
· definition and validation of the diagnosticability & serviceability strategy, funnel feedback to r&d teams as part of the program team, and the evaluation of the impact for custmoers of the design tradeoffs.including of training content and development of technical documentation (newsletters, etc, service notes, statements, this involves:
· definition of training delivery strategy.
this position is focused to supoprt uv products and technology on our portfolio: fb500/fb700, fb950/fb910.
· connect with engineering and r&d teams to get specific technical support and resolve proudct issues in a timeline and effective manner minimizing the cusotmer and business impact of proudct issues. able to defend hp position towards partners and customers.
the lvi customer assurance (ca) department, reporting into the large format printing (lfp) operations, is responsible for all aspects of service management and development with a clear focus to improve customer support experience through defining key support strategies and consolidating processes across service delivery organizations.
5. storng team building : able to build interpersonal skills with partners so that new ideas can be accepted smoothly; and to give/receive open and honest feedback in a positive attitude.
· assessment of the impact of the diffreent issues for our customers, helping to drive the proudct to a successful stabilziation performance (sp) checkpoint, definition of implementation plan to mitigate proudct issues, analysis of post installation surveys.hp scitex lvi customer assurance product manager
location: spain-sant cugat del valles
other locations:
primary function
our team is accountable of the low volume industrial (lvi) of the hp scitex business, a growing business segment with a very dynamic hp portfolio offering and targeting print service providers businesses.
this position demands very solid technical skills , as it requires a good understanding and troubleshooting of a highly complex lfp printer, while balancing communication and networking skills , needed for the strong compnoent of customer expsoure as well as intercation with organizations on different funcitons aruond the wolrd. trvael reqiured betewen 10 to 25%. lead the vocie of the customer proecss ensruing qucik time to resopnse, invovling product engineering as reqiured.
key duites and responsbiilities
atfer the introduction of a new product, duirng the stabilization and all alnog the product life, the product magner has a key customer faicng role, to support end customers and beocme a represnetative for the product towards engineering. able to travel to multiple countries to support customers and provide technical training as needed. able to integrate different geographically remote organizations by actively listening all parties to make tradeoff decisions fluent verbal and writing english.this involves:
· accountable for technical escalations related to printers technical problems that have not been resolved through regional service teams, providing higher technical troubleshooting knowledge and engaging with engineering as needed for issue resolution.
2. strong analytical and troubleshooting 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.
1. solid technical background : >3 years of applicable work experience printing technologies or similar technological environment.
job requirements
bachelor\'s degree or equivalent experience and a minimum of 6 plus year\'s related experience, preferably with mechanical background. good understanding of own and partners points of views and drive negotiation towards a common agreement seeking for a win-win solution with balanced business benefits/impacts.
· setup processes to capture all customer issues, provide the customer impact of each problem and enable a fast understanding of product failures. experience in service and customer support area or related customer assurance processes. proficient in translating analysis into strategies.tracking and reduction while not jeopardizing customer experience,
finally, part of the customer assurance accountabilities is the ww warranty projection.
customer assurance product manager also has as key role along new product development (npd) to ensure all service and customer feedback is considered on the new designs as well as to ensure readiness in terms of knowledge transfer and support delivery.
3. knowledge in customer facing activities and customer focus. proactively capturing any customer pain points and providing the corrective action plans,
· lead the early bird program.
4. excellent negotiating and communication skills . our printers are based on uv (fb500/fb700 products) or latex technology (lx600/lx800/lx850/lx820) on the range of 64\'\' to 126\'\' that can allow versatility on a wide range of media.
ca responsibilities also involve close interaction with customers and bridging with engineering, manufacturing and r&d teams to funnel customer feedback, drive products improvements and actively resolve field issues and customer cases.

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