Advance Technical Support - Service Segment Engineer

Socket.dev; Vancouver (WA); On-site; USD 105,000 - 162,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Disability insurance

Employee assistance program

Flexible spending account

Life insurance

Generous time off, parental leave

Job summary

HP, Inc. is seeking an Advance Technical Support - Service Segment Engineer to lead the development and governance of service portfolios, ensuring alignment with pricing and end-to-end delivery.

The role collaborates across regions to implement innovative services and drives profitability through data-driven strategies. Ideal candidates have extensive experience in service business management and product/service development, with a strong background in cross-functional leadership and SLA

Qualifications

• Four-year or Graduate Degree in Business Administration, or any related discipline or commensurate work experience.
• Typically has 7–10 years of work experience, preferably in service business management, delivery, solution architecting, business planning, or a related field.

Responsibilities

• Takes charge of planning of product support or solution portfolios throughout their entire lifecycle, ensuring alignment with pricing strategies, seamless end-to-end service delivery, and readiness for sales.
• Collaborates across regions and global teams to formulate and implement innovative services and programs to address evolving customer demands and promote growth.
• Contributes insights based on service data to drive increased sales opportunities using data-driven strategies.
• Represents services within product or solution portfolio teams and integrates service requirements into product development stages, including warranty support and cost analysis.
• Conducts business analysis, identifies root causes, and recommends solutions to improve performance.
• Leads cross-functional initiatives with significant impact on the services business using both technical and business acumen.
• Establishes and manages service level agreements to ensure high-quality delivery.
• Prepares marketing materials to support key customer accounts and sales efforts.
• Develops policy and mentors lower-level employees where applicable.
• Builds internal/external working relationships and may provide mentoring.

Skills

Agile Methodology

Analytics

Business Development

Business Strategies

CRM

Data Analysis

Go-to-Market Strategy

KPIs

Market Research

Product Management

Product Marketing

Product Strategy

Project Management

Value Propositions

Education

Four-year or Graduate Degree in Business Administration or related field

Job description

Advance Technical Support - Service Segment Engineer

Description

Job Summary

This role is responsible for strategically engaging in the development, implementation and governance of product support or solution portfolios throughout the lifecycle, ensuring alignment with pricing strategies and seamless service delivery. The role collaborates globally to implement innovative services and solutions to meet evolving customer demands and drive profitable growth. The role analyzes the business to proactively identify errors, root causes or areas of improvement, thereby driving process enhancement efforts and business performance. The role also establishes and manages service level agreements, while also engaging in mentoring lower-level employees.

Responsibilities

• Takes charge of planning of product support or solution portfolios throughout their entire lifecycle, ensuring alignment with pricing strategies, seamless end-to-end service delivery, and readiness for sales, along with their associated processes.
• Collaborates across regions, geographies, and global teams to formulate and implement innovative services, solutions, or programs and their associated processes to address evolving customer and market demands while promoting profitable growth.
• Contributes insights based on service data to drive increased sales opportunities, leveraging data-driven strategies for business growth.
• Represents services within product or solution portfolio core teams and incorporates service requirements into various product development stages, including activities like product warranty support and cost analysis, as well as the development of content and collateral for service product marketing.
• Conducts thorough business analysis, identifies root causes, and formulates recommendations and solutions to drive enhancements in business performance.
• Utilizes both technical and business acumen to lead complex cross-functional initiatives with significant impact on the services business.
• Establishes, implements, and manages service level agreements, ensuring consistent and high-quality service delivery to meet customer expectations.
• Prepares marketing materials to support key customer account teams, enhancing customer engagement and sales efforts.
• Applies advanced subject matter knowledge, leads, and contributes to complex projects, and exercises independent judgement in resolving business issues and establishing policies.
• Develops and builds productive internal/external working relationships and may provide mentoring and guidance to lower-level employees.

Education & Experience

• Four-year or Graduate Degree in Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 7-10 years of work experience, preferably in service business management, delivery, solution architecting, business planning, or a related field.

Preferred Certifications

NA

Knowledge & Skills

• Agile Methodology
• Analytics
• Business Development
• Business Strategies
• Business To Business
• Customer Relationship Management
• Data Analysis
• Digital Marketing
• Go-to-Market Strategy
• Key Performance Indicators (KPIs)
• Market Research
• Marketing
• Marketing Strategies
• New Product Development
• Product Management
• Product Marketing
• Product Strategy
• Project Management
• Thought Leadership
• Value Propositions

Cross-Org Skills

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope

• Impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.

Complexity

• Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.

Disclaimer

• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

The pay range for this role is $105,050 to $161,800 USD annually with additional opportunities for pay in the form of bonus and/or equity (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Long term/short term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time off policies, including;
• 4-12 weeks fully paid parental leave based on tenure
• 11 paid holidays
• Additional flexible paid vacation and sick leave (US benefits overview)

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Job - Services

Schedule - Full time

Shift - No shift premium (United States of America)

Travel - 25%

Relocation - No

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP's EEO Policy or read about your rights as an applicant under the law here: "Know Your Rights: Workplace Discrimination is Illegal"