Diagnostics and Telemetry Program Manager

About the Position

If you have passion for improving the customer experience while helping HP’s bottom line and having fun along the way, read on! As a member of the Warranty, Quality & Consumer Services (WQCS) organization of Customer Support and Services Delivery (CSSD) you will be contributing to the success of an organization that is responsible for ¾ of CS’s business. This role resides in the Consumer Services and Support Efficiency (CSSE) team which drives support and service efficiency for all of CS, our business units, customers, and support partners around the world.

Everything we do is based on five strategic principles:
People, Customer Experience, Digital & Strategy, Services Growth and Sustainability.

This Master Level Program Manager role will report to the Director of CSSE. In this cross-functional role you will collaborate with the WQCS staff, and each Customer Support Function globally as you take Device Connectivity, Diagnostic integration and service optimization to the next level.

This position is focused on improving the customer, support agent, and service engineer troubleshooting experience, maximizing repair and service efficiencies and enabling contextual sales at point of support (SPOS) offers. You will be a critical influencer in the definition of the joint CSSD / GBU diagnostic strategy and engagement model. You will drive the definition, prioritization, and delivery of:

• Solutions that improve diagnosis, repair, and parts usage efficiency
• Remote issue resolution capabilities that simplify customer interactions
• Self-help capabilities which minimize or eliminate customer effort
• Influence on-product self-heal capabilities

• Provides unique mastery and recognized authority on predictive and reactive service optimization and diagnostics including technologies, theories, and techniques. Contributes to the development of innovative diagnostic and waste reduction principles and ideas. Successfully operates in HP’s most complex disciplines. Provides highly innovative solutions. Leads large, cross functional teams and leads programs that affect strategic CS goals and objectives. This candidate would also participate in cross-divisional teams.
  
  At a Master level, this person will be expected to provide mentoring and guidance to lower-level employees in the organization. Routinely exercise independent judgement and initiative in developing diagnostic / waste reduction methods, techniques, and criteria for achieving objectives. Develop strategy and set functional policy and direction. Act as a functional & strategic manager within CS Diagnostics / Support Delivery Optimization but does not manage other employees as primary job function.

• Improve Customer Experience and Support resolution outcome through the identification of top diagnose before dispatch, remote resolution, and repair efficiency opportunities.
• Lead Pan-HP initiatives to optimize device instrumentation and telemetry based on CS business case.
• Represents CSSD Diagnostics on product or solution portfolio core teams and provides service requirements into product development stages/phases, e.g., Product warranty support and cost analysis, and Service Product Marketing content/collateral.
• Performs business analysis, identifies root cause, and develops recommendations/ solutions to drive business improvements.
• Works across regions/geographies and WW teams to develop and/or implement new/enhanced services, solutions, or programs and associated processes to meet emerging customer/market needs and improve diagnostic accuracy and efficiency.
• Provide leadership in the development, and execution of the HP Customer Support Vision – helping customers transform their business and derive measurable business value from their IT investment.
• Utilizes technical and business skills to lead complex cross-functional activities that have a high impact on the services business.
• Provides mentoring and guidance to peers and lower-level employees.
• Use design-thinking approaches to defining solutions.
• Work cross-organizationally to define solution use cases and requirements.

• Track,…