Supplies Customer Assurance Engineer

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  Be the customer champion for the assigned Home and Office products.

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  Own and be accountable for Supplies Customer Assurance PDP deliverables as defined for products assigned, ensure 100% completion and delivery of all PDP items (key areas: Customer-Centered Product Needs, Support Strategy, Content & Messaging, Product Set-Up, Returns).

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  Actively participate as member of program development team, forge partnerships with R&D, Manufacturing, Printer teams, and support partners.  Drive product and customer experience improvements to ensure a differentiated product and support experience is delivered.

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  Track, monitor, and report on product/customer experience performance of in-market products. 

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  Enact appropriate problem-solving and project management approaches to contain and resolve issues quickly and thoroughly.

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  Recommend solutions that optimize/balance warranty costs with appropriate product/customer experience needs, advocate for decisions that meet these objectives.

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  Escalation Communication and Management - take ownership of escalated customer issues from call center, onsite, marketing centers, printer partners, SIE, etc. to quickly implement effective solutions. Lead/facilitate formal escalation team efforts as needed and manage smooth transition to appropriate short and long-term owners. Engage in active communication of customer feedback/issue severity and incidence until the issue is fully understood and adequately addressed.  Help investigation teams to attain quick assessment, fix/no fix decisions, and resolution.

• Four-year or Graduate Degree in Computer Science, Engineering, or any other related discipline or commensurate work experience or demonstrated competence.

• Typically has 4-7 years of work experience, preferably in engineering development and implementation, project planning tools and software packages, people management, or a related field or an advanced degree with 3-5 years of work experience

• Excellent problem solving and analytical skills

• Strong Leadership and Communication skills

• Ability to collaborate with Internal and External partners on resolution of issues and improvement projects

• Knowledge of Support Processes, includes NPI setup; IB field response monitoring

• Strong program management, experienced in seeing through the PLC management, i.e. from NPI to EOL

• Demonstrate business knowledge and acumen

• Data Analytics

• Change Management

• Continuous Improvement Process

• Milestones (Project Management)

• New Product Development

• Process Improvement

• Product Management

• Project Engineering

• Project Management

• Project Planning

• Project Schedules

• Risk Management

• Effective Communication

• Results Orientation

• Learning Agility

• Digital Fluency

• Customer Centricity

• Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

• Responds to moderately complex issues within established guidelines.

• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

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