Senior Diagnostics & Telemetry Program Lead

Our history: HP’s commitment to diversity, equity and inclusion – it’s just who we are. From the boardroom to factory floor, we create a culture where everyone is respected and where people can be themselves, while being a part of something bigger than themselves. We celebrate the notion that you can belong at HP and bring your authentic self to work each and every day.

When you do that, you’re more innovative and that helps grow our bottom line. Come to HP and thrive!

We are 55,000 HP employees, united in creating technology that makes life better for everyone, everywhere. And we fervently believe that one powerful thought has the power to change the world. Interested in joining us? Let’s talk.

About the company:

HP – the company that founded the Silicon Valley is the leading printing and personal systems technology company in the world, and we are in a world where innovation drives extraordinary contributions to humanity. HP’s mission is to create technology that inspires ambitious and meaningful progress. With the heart, creativity, and energy of a startup, and the brain, muscles, and determination of a Fortune 100 corporation, operating in more than 170 countries, we continue to deliver ground-breaking new technologies to build on our 70+ year legacy of innovation.

HP’s commitment to diversity, equity, and inclusion – it is just who we are. From the boardroom to factory floor, we create a culture where everyone is respected and where people can be themselves, while being a part of something bigger than themselves. We believe that one thoughtful idea has the power to change the world. Come to HP, participate, and thrive!

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

Expectations:

• 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…