中国惠普有限公司<br>984237 Technical Marketing Engineer (人才储备)<br>Description<br> <br>Job Description:<br> <br><br>Customer Support, Technical Marketing Engineer – Customer Assurance Team<br><br> <br>As a Customer Support/Technical Marketing engineer, you will be part of an exciting start up team developing, testing, and delivering products for Hewlett-Packard’s world-renowned LaserJet brand. You duties will be to serve as the single point of contact for managing any product quality issue related to overall customer satisfaction. You will be responsible for communicating customer issues from our call centers and support orginazation to R &D. You will also be responsible for ensuring the various engineering team resolve these isses quiclly. You will work closely with HW engineering, SW, FW and other engineering teams. <br><br> <br><br>Location: Shanghai, China<br> <br><br>Specific Job Responsibilities:<br><br> <br><br>Program management for reosolving quality issues by leading teams made from various engineering and customer facing support teams.<br>Communication of customer issues from world wide sources, call centers, call databases and other support partners and customer contact points.<br>Working with Manufacturing Engineering, resolve hardware-related customer problems<br>Work with the Firmware CPE Lab, resolve firmware-related customer problems. <br>Working with Product Generation, insure customer experience feedback is incorporated in future product support strategies <br>Communicate product support knowledge to field support providers <br>Provide customer experience feedback to WIP decision makers <br>Make support decisions that balance customer satisfaction with shareholder equity <br>Introduce new products: provide field training, help Product Generation develop support tools, review support strategies.<br>Serve as technical lead and main interface between the Future Product Marketing teams and the existing Shanghai-based CPE teams around activities related to customer experience and customer satisfaction. <br>Transition all products from R&D to Customer Care and Field Support, as well as supporting the continuous improvement activities on the current released products. <br>Integrate special sales requirements into Technical Marketing requirements to be passed to the CPE team. <br>Provide leadership on quality, processes. <br>Ensure strong relationships with R&D are in place and engage R&D at the appropriate time in the lifecycle.<br>Drive definition, completeness, and accuracy for any Customer Experience or Service documentation that is required for the most complete Customer Care and positive quality Customer Experience as possible. <br><br> <br>Qualifications <br>Education:<br><br> <br><br>B.S. or M.S. in Mechanical Engineering, Electrical Engineering, Computer Science, General Engineering, Technical Marketing or related technology business fields.<br><br> <br>Required Experience Includes:<br><br><br> <br><br><br>Demonstrated strong understanding of product delivery lifecycles including plan development for areas related to QC Builds, Beta / Delta Programs, and Mass-Trial and Production ramps. <br>Strong English communicaton skills, written and verbal<br>Demonstrated project management and leadership skills.<br>Demonstrated experience with producing regular and timely product reports showing product concerns, resolutions, periodic partner evaluations, product field evaluations.<br>Proven track record for timely response to all customer communications, regular updates, face-to-face interactions, reaction & recovery matrix, frequent and cooperative interaction with product development labs (R&D) to convey customer interactions and feedback.<br>Demonstrated passion for knowing the customer, customer issues, and areas for continuous improvement to customer’s list of dissatisfactions.<br><br> <br><br><br>Desired (any or all):<br><br><br> <br><br><br>5+ years applicable experience.<br>Master’s Degree in fields relevant to Technical Marketing.<br>Demonstrated experience in supporting R&D and Marketing organizations.<br>Demonstrated experience in establishing and maintaining strong customer relationships via myriad different ways that might include frequent monitoring of go to market databases.<br>Experience monitoring product performance, customer satisfaction and proactively identify opportunities for improving customer satisfaction and experience.<br>Experience in working closely with HW warranty analyst and teams setting warranty goals. Experience in working with finance teams on all aspects of Customer Satisfaction financial impacts to product financials.<br> <br><br>Personal Qualifications:<br><br><br> <br><br><br>Must be capable of working well in a team environment with a minimum of supervision.<br>Experience working in English speaking country strongly desired<br>Strong English communicaton skills, written and verbal.<br>Must be able to work in a dynamic changing environment, seeking out the energy associated with startup operations.<br>Ability to multi-task and handle a large number of tasks at once.<br>Passion for our customers and a commitment to high quality. <br>Must have excellent written and oral communications skills. <br>English as a primary or second language.<br> <br>不限面议上海市云桥路25号惠普公司客户互动中心
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