Supplies Customer Assurance Engineer
Core
Act as a primary customer advocate for assigned ink supplies products, balancing market-leading customer experience with HP profitability across the product lifecycle.
Role type
Senior IC customer assurance engineer (supplies)
Builds
Home and Office printer supplies products and their support ecosystems
Domain
Consumer electronics / Ink supplies / Home printing
Deliverable
product features
Required skills
Program management, problem-solving, analytical skills, product lifecycle management (PLC), stakeholder collaboration, warranty cost optimization, escalation management
Preferred skills
Knowledge of NPI setup, IB field response monitoring, business acumen
Technologies
None explicitly stated
Responsibilities
Own and deliver Supplies Quality and Customer Experience PDP deliverables; Track, monitor, and report on product/customer experience performance; Enact problem-solving approaches to contain and resolve issues; Recommend solutions optimizing warranty costs with customer experience needs; Manage escalated customer issues from call centers and partners; Lead formal escalation team efforts.
Seniority
Senior, hands-on IC