Ink Supplies Customer Experience Engineer

HP; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

HP in Singapore seeks a data-driven customer advocate to lead the experience for ink supplies products. You will leverage sentiment data and telemetry, coordinating with Home Print and customer support teams to influence NPI/launch and ongoing product improvements.

You will represent in-market product quality, extract insights from diverse data sources, and drive actions to enhance customer satisfaction while managing costs and warranty considerations.

Qualifications

• Strong problem solving and analytical 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

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 deliverables as defined for product(s) assigned, ensure 100% completion and delivery of key areas including: Customer-Centered Product Needs, Support Strategy, Content & Messaging, Product Set-Up, Returns.
• Track, monitor, and report on product/customer experience performance of in-market products.
• Enact appropriate problem-solving and project management approaches to contain and resolve issues quickly and thoroughly.
• Recommend solutions that optimize/balance warranty costs with appropriate product/customer experience needs, advocate for decisions that meet these objectives
• Escalation Communication and Management - take ownership of escalated customer issues from call center, onsite, marketing, printer partners, etc. to quickly implement effective solutions.
• Analyze complex calls data & channels of feedback, develop taxonomy to provide meaningful insights on customer behaviors and product performance in field
• Create Database for all call data, web views and social media.
• Work with Customer Support Managers to build business rules for auto tracking and auto triggering for any deviation in trends
• Map out what customer’s expectations across segment and across generation
• Work as part of cross-functional teams across organizations
• Track metrics to measure customer satisfaction and address performance gaps.
• Work independently to construct statistical to forecast customer satisfaction. Identify cutting-edge analytical tools, models, and methods for making key business decisions.

Skills

Problem solving

Analytical skills

Leadership

Communication skills

Education

Bachelor's degree or higher in Computer Science/Data Science/Analytics/Engineering

Job description

HP in Singapore seeks a data-driven customer advocate to lead the experience for ink supplies products. You will leverage sentiment data and telemetry, coordinating with Home Print and customer support teams to influence NPI/launch and ongoing product improvements.

You will represent in-market product quality, extract insights from diverse data sources, and drive actions to enhance customer satisfaction while managing costs and warranty considerations.