Quality Assurance Specialist
3 weeks ago
HP is a leading provider of innovative technology solutions, empowering individuals and organizations to create, interact, and inspire like never before. We are seeking a highly skilled Quality Assurance Specialist to join our team and drive business growth through exceptional customer experiences.
Key Responsibilities:
- Lead post-sale support and drive deep strategic relationships with assigned key HP customers.
- Utilize in-depth understanding of customer business and complex requirements to develop business cases and provide solutions.
- Work collaboratively with various HP business units to lead solutions for customer problems and provide installed base performance data and analysis.
- Analyze failure rates and trends to identify opportunities to improve device health in customer environments.
- Utilize technical and business skills to lead complex cross-functional technical escalations.
- Drive resolution for complex or unique situations using project management skills.
- Act as a single point of contact to manage technical escalation investigations with customer IT departments, HP ATS, and 3rd level support.
- Provide proactive support for customer product deployments, including post-sale product and tools training and continued technical education.
- Responsible for retention and business growth by ensuring exceptional customer experiences and proactively acting on indicators from customers.
- Responsible for revenue and margin contribution for a set of solutions or services.
- Provide mentoring and guidance to peers and lower-level employees.
Requirements:
- Bachelor's degree in Business Administration or equivalent experience.
- 8+ years of experience in service business management.
- Basic experience in one of the related disciplines of delivery, solution architecting, or business planning prior to taking a business management role.
- Knowledge of ITIL, Six Sigma, and 8D concepts.
Preferred Skills:
- Customer-centric approach.
- Outstanding verbal and written communication skills.
- Ability to lead teams to common goals.
- Ability to read and analyze data.
- Prevention mindset.
- Excellent relationship building skills.
- Able to engage across all levels within a customer setting.
- Negotiation skills.
- In-depth knowledge of HP support and service processes.
- Track record of direct customer interaction and successful problem resolution.
- Ability to create, interpret, and deliver complex reporting.
- Technical problem-solving skills.
- Project management skills.
- Ability to work under pressure and drive urgency in external teams.
- Ability to work proactively and keep direct and indirect trends in focus for accounts.
- Some knowledge of HP sales and support structures.
- Able to track costs and actions for business accountability.
- ACSM, CSM, CEL, PSDM, ADM, AOM, ATS, or comparable past experience a plus.
Benefits:
- Comprehensive benefits package, including health insurance, dental insurance, vision insurance, long-term/short-term disability insurance, employee assistance program, flexible spending account, life insurance, and generous time off policies.
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