Quality Assurance Specialist

3 days ago

Harrisburg, Pennsylvania, United States HP Full time
Job Description

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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