Product Experience Service Manager

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POST DATE 9/12/2016
END DATE 10/18/2016

DiversityWorking Houston, TX

Company
DiversityWorking
Job Classification
Full Time
Company Ref #
7289283
AJE Ref #
576155068
Location
Houston, TX
Job Type
Regular

JOB DESCRIPTION

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This position is for a recent university graduate. In this position, you will act as a product Experience service manager (pEsm) responsible for the quality and usability of new PC product introductions in use by various Commercial PC products. In this role, you will serve as the voice of the customer in product development core teams and ensuring that the Global PC Business Units deliver customer-ready solutions to market.* Responsibilities include:

** on time delivery of key service & support readiness deliverables. Deliverables include Commercial & Consumer assessments & documentation, warranty and repair strategy, call agent training, web content delivery information, regional logistics readiness, spares readiness, and defined support strategy processes.* Communicating program progress, escalations, and issue analysis to stakeholders; collaborating with management and internal partners to recommend and implement changes to product, processes, or business practices to resolve escalated issues, produce solutions, and ensure adherence to budgets and established product roadmaps and schedules* Partnering with key and relevant organizations, such as GBU product core teams, supply chain or OSSPs who execute key deliverables, to ensure all aspects are ready for product launch* use of customer experience knowledge and tools to influence product core team decisions impacting overall quality which includes hardware quality, customer use/experience quality and support quality.* influencing and driving product experience improvements to help increase HPs Net Promoter Scores.To be successful in this role you will need to partner effectively with key organizations, management and stakeholders to drive alignment and to ensure success.Education and Experience* Bachelor's degree in Business Management, Engineering, Computer Sciences, or equivalent* Minimum 0 years experience
* Knowledge
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* and Skills
** Using project planning tools and software packages to create, manage, and track project results.* Ability to apply analytical and problem solving skills.* Understanding of organization and company product and service offering development process* Knowledge of project and program methodology, resource allocation plans, budgets, and requirements* Strong written and verbal communication skills; mastery in English and local language.* Knowledge of Net Promoter Score concepts, desired* Extensive knowledge of how to analyze business problems using Excel, and other Microsoft tools* Strong relationship management skills including partnering and consulting* Ability to work flexibly and on own initiative.* Ability to problem solve and adjust as needed* Willingness to work in a virtual team environment; and to work non-standard work hours in a global environment* Able to learn quickly and adapt well to a rapidly changing environment*
* Job:

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* Engineering
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* Title:

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* Product Experience Service Manager
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* Location:

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* Texas-Houston
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* Requisition ID:

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* 1504915
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