HP

Customer Support Engineering Manager

Spring, Texas, United States of America Full time
Customer Support Engineering Manager

Description -

This role is responsible for leading individual contributors, overseeing multiple projects, and managing resources, timelines, and budgets. The role applies advanced subject matter knowledge to shape and integrate quality requirements into product development, design, and manufacturing. The role advises on quality tests, reviews violation reports, assesses impact with teams, and manages discontinuation if necessary.

Also includes:

  • Direct engagement with HP Engineering, Sales Teams and Customers.

  • Ability and comfort in high pressure and emotional topics & interactions.

  • Strong balance of deep technical skills, people management and relationship building and growth abilities.

  • Understanding of the business impact of technical issues on internal teams and customers.

  • Ability to support and understand that some timeframes will require longer and outside normal work hours.

  • Ability to travel within North America on short notice several times per year.


Responsibilities
• Provides direct and ongoing leadership for a team of individual contributors, designing and integrating quality requirements and practices into the development, design, and manufacturing of products and solutions.
• Manages headcount, deliverables, schedules, and costs for multiple ongoing projects, ensuring resources are appropriately allocated.
• Ensures goals, objectives, timelines, and budgets are met in accordance with program and organizational roadmaps; submits proposal for realignment of goals and budget if needed.
• Communicates project status and escalates issues to direct managers, program managers, and internal and external development partners.
• Advises on analytical test methods involved in quality assurance, reviews test reports for specification violations, works with internal teams to assess the impact, and drives the phase out process if needed.
• Manages relationships with outsourced partners and suppliers, including setting expectations regarding deliverables, product quality, schedules, and costs.
• Ensures team members are effectively communicating and collaborating with HP & outsourced resources.
• Identifies opportunities for process improvement and cost reduction, and recommends changes in alignment with business tactics and strategy.
• Performs talent management responsibilities including recruitment, performance management, coaching and career development.
• Ensures that proper knowledge and career development tools are in place to support ongoing team member and process development.

Education & Experience Recommended
• Four-year or Graduate Degree in Computer Engineering, Manufacturing Engineering, Electrical or Electronics Engineering, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 7-10 years of job-related experience or 5-7 years of management experience, preferably in quality assurance, reliability, or a related field.

Preferred Certifications
NA

Knowledge & Skills
• Agile Methodology
• Computer Science
• Continuous Improvement Process
• People Management
• Data Analysis
• Good Manufacturing Practices
• New Product Development
• Sales and Customer service relationship
• Process Improvement

• Process Dev
• Talent Management
• Project Management
• Quality Management
• Quality Management Systems
• Risk Management
• Root Cause Analysis
• Industrial Engineering
• Test Planning

Cross-Org Skills
• Customer Centricity
• Prioritization
• Resilience
• Team Management
• Strategic Thinking

Impact & Scope
• Impacts function and leads projects requiring understanding of multiple disciplines or areas of HP.

Complexity
• Uses managerial concepts and company objectives to resolve issues in creative and effective ways.

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 $104,800 to $158,250 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:

HP offers a comprehensive benefits package for this position, including:

  • 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 -

Engineering

Schedule -

Full time

Shift -

No shift premium (United States of America)

Travel -

25%

Relocation -

Equal Opportunity Employer (EEO)

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"