BPS Regional Product Support Mgr
Description -
Responsibilities
Manages New Product Introduction and support strategies:
- New product introduction – Successfully plan and coordinate multiple support organizations involved in the warranty support process to ensure a successful NPI on time.
- NPI training units’ management – To communicate, plan and coordinate with the IUR coordinator the purchase of training units according to business needs. These units need to be bought well in advance according to the product launch, they will serve to train contact centers and support techs; buying periods are normally made of a few days, meeting the deadlines is crucial to not jeopardize the successful introduction of the product
- Defines and reviews product support strategies – Support strategies need to be defined and implemented according to the needs of each country/region depending on the sales volume, local services and repair capacities.
New Product Introduction and service model definitions
- Ensure WEB support readiness – Unassisted support is the first option for customers looking for help on the WEB where they can obtain troubleshooting content, SW and drivers updates, service notes or public advisories related to the PC model
- Ensure Contact Center readiness – Contact center is the second option to our customers, their readiness is crucial to provide accurate product solutions and a positive customer satisfaction
- Ensure Repair centers readiness – HW warranty service is the last option for a customer with a failing unit and they required not only to be trained on the repair process but ensure the parts availability with Supply chain org
- Systems definition – ensure all systems are ready for product launch according to the service strategy, these involves internal and external (customer facing) systems
Sustaining lifecycle Management
- Manages issues and escalations – Issue and escalation management, on time communication to upper management in case of escalati
📌 BPS Regional Product Support Mgr (Barcelona)
🏢 HP
📍 Barcelona