Job Information
HP Inc. Third Level Support Technical Team Manager in Taipei, Taiwan
Job Summary
This role is responsible for leading individual contributors, overseeing Third Level Support (3LS) customer escalations from markets across Asia Pacific and Japan, drive overall resolution turn around times, govern IRT/tiger team meetings for critical escalations, drive operational excellence through stakeholder management, proactive initatives, managing resources and timelines. The role applies advanced subject matter knowledge to shape and integrate quality requirements into product development, design, and manufacturing. The role advises on quality tests, reviews violation reports, assesses impact with teams, and manages discontinuation if necessary.
Responsibilities
Lead a team of 3LS engineers supporting markets/countries across APJ.
Drive Operational excellence with respect to resolution time, partner/supplier /ODM engagement partnerships along with HP internal functions such as RD, System/engineering teams
Drive stakeholder management across functions having the escalations and top issues under control and minimize business impact to HP and customers
Ensures team is engaged with cross HP functions and supplier/partners for rapid resolution of escalations / top issues
Provides direct and ongoing leadership for a team of individual contributors, designing an integrating quality requirements and practices into the development, design, and manufacturing of products and solutions.
Manages headcount, deliverables, schedules, and costs for multiple ongoing projects, ensuring resources are appropriately allocated.
Ensures goals, objectives, timelines, and budgets are met in accordance with program and organizational roadmaps; submits proposal for realignment of goals and budget if needed.
Communicates project status and escalates issues to direct managers, program managers, and internal and external development partners.
Advises on analytical test methods involved in quality assurance, reviews test reports for specification violations, works with internal teams to assess the impact, and drives the phase out process if needed.
Manages relationships with outsourced partners and suppliers, including setting expectations regarding deliverables, product quality, schedules, and costs.
Ensures team members are effectively communicating and collaborating with outsourced resources.
Identifies opportunities for process improvement and cost reduction, and recommends changes in alignment with business tactics and strategy.
Monitors advances in competitor's products to evaluate advances in quality expectations.
Performs talent management responsibilities including recruitment, performance management, coaching and career development.
Ensures that proper knowledge and career development tools are in place to support ongoing team member and process development.
Education & Experience
Bachelor Degree or above in Industrial Engineering, Manufacturing Engineering, Electrical or Electronics Engineering, or any other related discipline or commensurate work experience or demonstrated competence.
Typically 15 years+ of job-related experience and 5+ years of management experience, preferably in quality assurance, reliability, engineering or a related field.
Knowledge & Skills
Agile Methodology
Auditing
Automation
Computer Science
Continuous Improvement Process
Corrective And Preventive Action (CAPA)
Data Analysis
Good Manufacturing Practices
ISO 9000 Series
New Product Development
Pharmaceuticals
Process Improvement
Product Quality (QA/QC)
Project Management
Quality Management
Quality Management Systems
Risk Management
Root Cause Analysis
Test Automation
Test Planning
Cross-Org Skills
Customer Centricity
Prioritization
Resilience
Team Management
Strategic Thinking
Disclaimer
This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
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Equal Opportunity Employer (EEO):
HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).