Description -
Job scope/summary:
HP Inc. EMEA Customer Support organization is managing support delivery for HPi consumer & commercial customers, by delivering a superior Support Experience at a competitive cost, to retain customer loyalty. The Solution Management Center (SMC) is part of the overall EMEA CRT Organization and support CRT Front Office teams in delivering agreed solutions with customers. The SMC Specialist role is to support the rest of the SMC on solutions in scope, advising operationally, and running improvement initiatives via change & process management.
Job specifics/responsibilities:
Operations:
Develop expertise with solutions in scope: Payments and Credit notes, Costs, registration and reporting of solutions, Warranties entitlement, WHLS orders, Collection of defective material, Support new services and solutions
Act as a trusted advisor in case of escalation with the team
Analysis and continuous improvement initiatives:
Report on metrics to measure agents results, run analysis, address deviations
Establish a solid Quality Assurance process
Drive corrective actions linked to processes and tools, work with key supporting teams
Provide suggestions and communicate to different levels of stakeholders
Knowledge management:
Maintain process documentation and records management
Establish clear procedure for trainings and regular refreshers to rest of the team
Act as a key member of the SMC team influencing future projects and requirements.
Key deliverables/accountabilities:
Operational excellence
Timely and accurate execution by the agents of solutions in scope
Timely and accurate deployment of new solutions via right training plans
Timely communication with key stakeholders of progresses and needs
Support EMEA CRT in improvement initiatives and projects to ensure quality across HP
Education (degree) and professional experience required:
Bachelor/Master
Experience in virtual team environment
Other requirements:
Fluent English
Other European languages may be an advantage
Personal skills and qualities:
Excellent communication skills, empathy
Quality focus, self-driven team player
Reliable, fast learner and well-organized person with a flexible and responsive attitude
Ability to work across teams and countries, can influence others
Works with a growth mindset to navigate obstacles and provide solutions
Ability to train/teach and demonstrate high knowledge
Technical skills (procedures and documents the employee has to be acquainted with):
HP’s standard policies and rules
EMEA CRT SMC processes
Experience and literacy of MS Office products - Word, Excel, PowerPoint, Outlook
LSS and / or Agile methodology knowledge, Change management
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!
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ServicesSchedule -
Full timeShift -
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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).
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