職務說明 / Key Responsibilities
Managed Print Services: Project Coordinator -
Work items and goals –
cMPS(indirect account) customer satisfaction survey and technical support, introduction of pMPS and assistance in completing contract extension or renewal.
Use the most efficient way to participate, respond quickly and help solve customer problems, such as through teaching, sharing the experience of other projects to make detailed settings and adjustments, arranging alternatives or technology upgrades, etc...
The goal is to solve customer problems in the most effective way to prevent these problems from affecting customers' experience and evaluation of HP devices, thereby helping to renew or extend the contract.
From the role/perspective of providing HP services, let partners understand and experience the real help that HP services can bring, avoid failure to renew due to poor service, and then assist in the launch of pMPS.
Job Description
· Manage urgent request and escalations from customers
· Develops and nurtures senior mgmt relationships with the customer
· Owns customer operational relationship: develops & nurtures to excellent customer satisfaction
· Understands customer to analyze delivery requirements & contribute to customer strategic business plan
· Develops strategies and processes with the customer in areas such as performance metrics and measure, escalation change management and communication.
· Principle contact for operational & tactical issues representing delivery of all services (all functions) to the customer: manages customer expectations by developing performance metrics & reporting, escalation management & communication plan
· Owns cost target commitments for all service delivery requirements developing, implementing & monitoring expense controls
· Ability to effectively and proactively manage risk for medium to high risk projects
· Leads cross functional team including 3rd party vendors to ensure performance goals are met for all in scope services across all towers: identifying & analyzing gaps to develop & implement corrective actions plans
· Develops & leads Account Service Team (AST) & all delivery organizations to timely, cost effective delivery of compliance to Service Level Agreements (SLA) requirements identifying & recommending optimization while managing scope, resources & coordination
· Develops & manages account service delivery plan. Contributes to strategic account plan
· Consults in presales & change order negotiations, representing & approving delivery capability & cost solution
· Leads and develops product support or solution(s) planning over entire lifecycle, including conformance to pricing strategies, end-to-end service delivery and sales readiness and associated processes
· Performs business analysis, identifies root cause, and develops recommendations/ solutions to drive business improvements
需求條件 / Key Requirements
Knowledge and Skills Required:
· Good presentation, oral and written communication skills in English
· Ability to build & manage strong customer relationship
· Basic technical skills - Computer Science and networking related area
· Strong influence & negotiation skill
· Strong Partner management and Contract Management skills
· Preferably from the IT profession with experience in the printing outsourcing or services industry
· Ability to prepare clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing & presentation skills, and listening actively
· Ability to analyze & ping point an issue or problem to develop & implement a corrective action plan
· Applies appropriate knowledge and methods to resolve complex business issues
· Leadership ability to build & manage a cross cultural, cross tower & cross business team for effective & efficient customer support.
· Ability to proactively & effectively manage risk on medium to high risk projects. Project Management experience or certification is a plus.
· Develops & consistently applies Quality & Continuous Improvement Plans
· Excellent people and communication skills: verbal, written
· Crisis & conflict management
Education and Experience Required:
4+ years of professional experience and a Bachelor of Business or equivalent degree in Computer Science or related area of study; without a degree, 2 additional years of relevant professional experience (6 + years in total).
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