HP, Inc. A3 Printing Partner Service Consultant -- Western USFort Col in Fort Collins, Colorado
Job Description:This is a master level position responsible for improving channel partners'ability to succeed with HP's A3 portfolio, including LaserJet and PageWideproducts. People in these roles will act as trusted advisors and championsfor top channel partners for service communication and technical issueresolution to optimize HP supplies and product growth and partner success.These positions will be located in strategic geographic sites, close topartners to be supported. They will operate in close partnership with GlobalBusiness Unit Region Marketing and Sales teams, as well as HP CustomerSupport Channel Service Delivery Management and HP Customer Support DeliveryteResponsibilities:Provide a single point of contact for service managers at major partnersdeploying and supporting HP's Channel Partner portfolio (A3 LaserJet andPageWide)Proactive Support:Gather feedback, provide access to existing documentation and support toolset, fleet support reportingFind broken processes, improve communications, fix breakdowns, definesystem improvementsProvide input into support improvements and process improvementsReactive Support:Elevate Customer Support and Global Business Units attention on unresolvedissues to find and fix hot problemsProvide an escalation path into Customer Support and Global Business Units onparts or service issuesApply deep and broad office printing technical background and knowledge ofcopier industry trends to manage critical channel partner relationships.Integrate technical knowledge and business understanding to create solutionsfor channel partners.Mentor/consult with team members, other organizations, customers, andvendors on the most complex issues.Resolve technical and business incidents independently. Mentor/assistless-experienced team members on complex incidents.Provide expert consulting on a specific technology, application, serviceoffering or market segment.Deliver strategic account support through proactively maintaining high-leveltechnical, operational expertise and understanding of industry trends.Anticipate, understand, and position the perception of system problems anddeliver service needs at different management and functional levels.Lead consulting with partner delivery teams in planning, delivering, andmanaging complex support design, deliver, and manage delivery of officeprinting solutions.Maintain high-level expertise in area of focus and stay abreast of futuretechnology directions.Consult with executive customer management to achieve partner operationsexcellence.Job Requirements:Education:Bachelor of Science or Master of Science degree in Engineering, ComputerScience, Computer Engineering or similar field, or equivalent experience.Masters of Business Administration preferred.Required Experience:10 plus years of support, engineering, and technical experience withoffice copiers and office printing providers. Preferred to have additionalexperience with scanners, printers, MFPs, and similar products.Experience working across organizations.Process improvement and process implementation experience, especially withcomplex, distributed systems. Project Management Professional or Lean SigmaBlack Belt certification preferred.Fluency in English and key local languages required.Other Requirements:Greater than 50% travel required.HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.