HP is a proven leader in personal systems and printing, delivering innovations that empower people to create, interact, and inspire like never before.
We leverage our strong financial position to extend our leadership in traditional markets and invest in exciting new technologies.
Customer Support is responsible for post-sales support to all HP’s customers across segments (Personal Systems / Print, Consumer / Commercial), delivery motion (transaction / contractual, direct / channel).
As such the organization is aimed at making support and services delivery a competitive advantage for HP Inc, by :
Innovating in the way we support our customers and our channel partners
improving in product quality & warranty cost
Enabling Services business growth
The ECE&I Services and Support team is responsible for support delivery in the 12 countries of the ECE&I (East Central Europe and Israel) cluster, which is part of the Central Europe market.
The team is accountable E2E for services and support delivery towards the market and countries managing directors (MDs), coordinating delivery activities with all CS functions (customer care centers, CS supply chain, channel teams, digital and customer experience, transactional and contractual categories).
The role of Field Supplier / Service Line Manager (FSM / SLM) is covering two core functions of service delivery in Greece and Cyprus .
working alongside with the Country Support Manager (CSM) for this cluster.
The Field Supplier Manager (FSM) is accountable and responsible for managing our selected strategic supplier delivering the direct Onsite support activities in Greece for Personal Systems and Printing products in the commercial space and expanding to the consumer PS segment.
This includes ongoing management of the supplier’s operational performance in collaboration with the other delivery functions.
The Service Line Manager (SLM) is responsible for managing best in class E2E operational performance overall scorecard KPI’s and to achieve highest possible customer satisfaction.
In this role the SLM is coordinating the country virtual team (CVT) will all CS functions responsible for delivery operation to monitor and correct any performance deviation and drive continuous improvements end-to-end.
FSM responsibilities include :
Manage Direct Delivery supplier(s) for all onsite support activities
Monitor key operational metrics in line with targets, support root cause analysis in case of deviations and drive swift execution of identified action plans
Support definition of targets and priorities with the Onsite Delivery supplier(s) to increase delivery efficiency, reduce costs and drive end-to-end best-in-class customer satisfaction
Contribute to HP financial results with operational excellence, tight control of local supplier costs, and reduction of cost per intervention according to country delivery strategy
Ensure supplier payment accuracy, track, check and chase monthly invoice for accurate accrual process management.
Advocate CS’s Sustainable Impact strategy and drive common improvement plans with supplier
Manage communication with supplier (Weekly operational reviews and monthly / quarterly business reviews, management of ongoing communication, escalations)
Ensure supplier has the right skilled workforce to cover new strategic services and according to the updated HP service portfolio.
Collaborate with services categories to evaluate, develop and deploy new services capabilities aligned with CS services growth strategy, Deploying the new Onsite capability for PS consumer in Greece will be a key priority in the coming FY.
Be the point of entry for sales and categories in case of customer escalations or support issues
Collaborate with other CS functions (Customer care centers, Global Services Supply Chain, Advanced Technical Support) both at country and market level and with local sales and category management in country.
SLM responsibilities include :
Host regular Country Virtual Team (CVT) meeting across delivery functions (Customer care centers, Customer Relations Teams, Global Services Supply Chain, ) to manage and monitor end-to-end operations delivery in the countrie(s) in scope
Identify leading indicator deviations, perform deep dives analysis & drive correctives actions across delivery functions to bridge deviations and recover operations performance aligned with objectives
Prepare weekly / fortnightly country performance package to GR / CY CSM and ECE&I SLM in support of BMS reviews and other local performance reviews
Benchmark performance cross country / clusters / (competition) and ensure best practices are shared
Drive appropriate operational excellence improvement plans across delivery functions to reach long term and sustainable improvement objectives.
Weekly survey analysis (sNPS Support Net Promoter Score) to understand drivers for customer dissatisfaction (detractors) and enablers for customer satisfaction (promoters)
Integrate guidance from category and DSX teams to drive customer loyalty. Understand customer satisfaction drivers and drive programs to fix recurring root causes.
Entry point for quality improvement and waste reduction projects / initiatives and lead local implementation of CS POR initiatives Deployment of Simplify for CS will be a key priority in the coming FY.
Participate to SLM forum and drive cross country actions (problem management)
Go-to-person for country and cluster CSMs for all operation performance and quality related questions
Skills and Qualifications :
Typically 5+ years to establish proven track record in Customer support related activities or customer / partner / supplier management role.
Medium to high knowledge of IT and services industry.
In-depth knowledge of company organization and policies, services offerings, end to end delivery processes, tools, and routes to market.
Subject matter expertise in one or more of the above-mentioned disciplines.
Proven ability to solve complex business issues, from problem detection, through root cause analysis, improvement action planning and consistent follow up.
Innovative out-of-the box thinking.
Proven ability to build strong relationships and lead teams across organizational boundaries to achieve results, exercise independent judgment and handle unique situations to accomplish goals in tight time frames.
Self-driven, with the ability to work with minimal supervision as leader or member of a group.
Demonstrated skills in planning and / or analysis of operational or financial performance Proficiency with desktop applications and familiarity with operations & financial reporting tools (eg.
PowerBI) Lean6sigma methodology experience or certification is a plus.
Comfortable level of planning, project management and change management skills. Project or change management training and certification is a plus.
Excellent communication and presentation skills with the ability to simplify the complex and adjust presentation content to the proper audience at ease interfacing directly with a wide range of stakeholders at different levels : from internal CS project teams to market / country managing directors as well as external suppliers and partners.
Fluency in Greek and English written and spoken with the ability to influence and build strong consensus.
Ability to provide mentoring and guidance to peers and lower-level colleagues.
We’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!