Large Format Printer - Channel Service Manager

Description -

The Channel Service Manager serves as the primary HP service liaison for strategic Large Format Channel Partners, driving partner readiness, service delivery excellence, escalation management, operational compliance, and continuous improvement across HP’s Large Format portfolio.

Responsibilities:

• Provide a single point of contact for service managers focusing on HP Strategic Partners deploying and supporting HP’s Channel Partner portfolio
• Lead consultative engagements with partner delivery teams to plan, design, deploy, and manage complex Large Format service and support solutions.
• Drive monthly/quarterly reviews with partners
  • Provide expert consulting on specific technology, application, service offering or market segment through proactively maintaining high-level technical, operational expertise and understanding of industry trends to develop channel partner relationship
  • Apply deep and broad Large Format technical background and knowledge of printing industry trends to manage critical channel partner relationships
  • Anticipate, understand partners needs from HP
  • Promote HP strategies for improving products serviceability and diagnostic tools

Proactive Support

• Integrate technical knowledge and business understanding to create solutions for Channel Partners.
• Gather feedback, provide access to existing documentation and support tool set, fleet support reporting
• Find broken processes, improve communications, fix breakdowns and define improvements plans.
• Deploy service programs and program changes with partners

Reactive Support

• Resolve technical and business incidents.
• Manage complex technical and business escalations by coordinating with Advance Technical Support, Global Business Units, engineering, and regional support teams to drive timely resolution and clear stakeholder communication.

Partner Governance & Operational Excellence

•  Lead monthly and quarterly partner business reviews focused on service performance, readiness, compliance, escalations, and corrective action plans.
• Conduct partner assessments and monitor compliance with HP service requirements, operational standards, and the HP Operations Guide.
• Track Service Qualification readiness and ensure partners are prepared for new product introductions, service programs, process changes, and system updates.
• Serve as the HP focal point for Sales, Category, and Service teams regarding partner selection, onboarding, and post-sales service issues.

Mentoring

• Provide mentorship, consultation, and guidance to team members, partner personnel, and cross-functional stakeholders on complex technical, operational, and escalation-related issues.

Job Requirements:

Education:

Bachelor of Science degree in Project Management, Business Management, Engineering or similar field, or equivalent experience

Required Experience:

• 5+ years of technical support, engineering, service delivery, or channel management experience in the Large Format printing industry. Preferred experience includes HP DesignJet, PageWide XL, Latex, STITCH, and related Large Format printing solutions, along with associated workflows, applications, and service operations.
• Experience working across organizations.
• Process improvement and process implementation experience, especially with complex, distributed systems.  Project Management Professional or Lean Sigma Black Belt certification preferred.
• Relationship management
• Fluency in English and key local languages required.

The pay range for this role is $83,000 to $127,800 USD annually with additional opportunities for pay in the form of bonus and/or equity (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

Benefits:

HP offers a comprehensive benefits package for this position, including:

• Health insurance
• Dental insurance
• Vision insurance
• Long term/short term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time off policies, including;
• 4-12 weeks fully paid parental leave based on tenure
• 11 paid holidays
• Additional flexible paid vacation and sick leave (US benefits overview)

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

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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).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"