Ink Supplies Customer Experience Engineer

HP; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

HP Singapore is seeking a dedicated Customer Experience Advocate for ink supplies to balance market-leading customer experience with HP profitability across product lifecycles, including NPI/launch and current phases.

The role leverages customer sentiment and telemetry, working with Home Print and support teams to integrate serviceability and support requirements into development. You will represent in-market customer experience and drive quality improvements.

Qualifications

• Four-year or Graduate Degree in Computer Science, Engineering, or related discipline or commensurate 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, including NPI setup; IB field response monitoring.
• Strong program management experience spanning PLC management from NPI to EOL.
• Demonstrate business knowledge and acumen.

Responsibilities

• Be the customer champion for the assigned product(s)/solution(s) within Home and Office products.
• Own and be accountable for Supplies Quality and Customer Experience PDP deliverables with 100% completion for product(s) assigned (Customer-Centered Product Needs, Support Strategy, Content & Messaging, Product Set-Up, Returns).
• Actively participate as a member of the program development team; partner with R&D, Manufacturing, Printer teams, and support partners to drive improvements.
• Track, monitor, and report on product/customer experience performance of in-market products.
• Use problem-solving and project management approaches to contain and resolve issues quickly and thoroughly.
• Recommend solutions that balance warranty costs with product/customer experience needs; advocate for decisions accordingly.
• Escalation communication and management: own escalated issues and drive effective solutions.
• Lead escalation efforts and ensure smooth transition to owners; communicate customer feedback and issue severity until resolved.

Job description

HP Singapore is seeking a dedicated Customer Experience Advocate for ink supplies to balance market-leading customer experience with HP profitability across product lifecycles, including NPI/launch and current phases.

The role leverages customer sentiment and telemetry, working with Home Print and support teams to integrate serviceability and support requirements into development. You will represent in-market customer experience and drive quality improvements.