Supplies Customer Assurance Engineer

About the role

As a Supplies Customer Assurance Engineer, you act as the primary customer advocate for assigned ink supplies products, balancing a market-leading customer experience with HP profitability. The role covers the full product lifecycle, using customer sentiment and telemetry to improve customer experience, and works closely with the Home Print and customer support teams so that support and serviceability requirements are built into products during NPI/launch and current phases. For current products, you represent the overall state of customer experience and in-market product quality.

Key responsibilities

• Be the customer champion for the assigned product(s) or solution(s) within Home and Office products.
• Own and deliver the Supplies Quality and Customer Experience PDP deliverables for the assigned product(s), including Customer-Centered Product Needs, Support Strategy, Content and Messaging, Product Set-Up and Returns.
• Join program development teams and partner with R&D, Manufacturing, Printer teams and support partners to drive product and customer experience improvements.
• Track, monitor and report on the performance of in-market products, and use customer data to drive product quality and experience.
• Solve problems and manage projects quickly, and recommend solutions that balance warranty costs with customer experience needs.
• Take ownership of escalated customer issues from call centers, onsite, marketing centers, printer partners and SIE, and lead escalation teams until issues are resolved.

Required profile

• Four-year or graduate degree in Computer Science, Engineering or a related discipline, or commensurate work experience and demonstrated competence.
• Excellent problem-solving and analytical skills.
• Strong leadership and communication skills.
• Ability to collaborate with internal and external partners on issue resolution and improvement projects.
• Business knowledge and acumen.

Required skills

• Knowledge of support processes, including NPI setup and IB field response monitoring.
• Program management experience across the PLC, from NPI to EOL.