Hewlett-Packard (HP)

Job Details and Apply

Company Information

Company name: Hewlett-Packard (HP) Industry: Computer/IT Contact person: HRD

Company description: HP is a leading global provider of products, technologies, solutions and services to consumers and business. The company's offerings span IT infrastructure, personal computing and access devices, global services, and imaging and printing. Our $4billion annual R&D Investment fuels the invention of products, solutions and new technologies so we can better serve customers and enter new markets. We invent, engineer and deliver technology solutions that drive business value, create social value and improve the lives of our customers

Job Information

Job title:	Manager, Department
Job function:	Customer Service
Job position:	Partner Support Delivery Manager
Work location:	Jakarta
Level of education:	Bachelor's Degree
Major:	Business Administration (Management) Engineering, Computer Information Technology
Work experience:	At least 3 years
Gender:	Either
Age:	Below 35 years-old
Offering salary:	Not specified
Requirements:	- Bachelor's degree in IT, Engineering, Business Administration or equivalent - Minimum 3+ years experience in Customer Support and/or Partner Management - Experience and knowledge with HP products and support channel is an added advantage - Experience in Consumer channel sales and support knowledge are added advantages - Critical soft skills include: business acumen, forecasting and analytical, negotiation, communication/presentation skills, teamwork and interpersonal skills - Strong command in English both written and verbal
Job description:	Key Role Channel Partner management and drive quality programs to ensure a high standard of service delivery from Authorized Support Partners (ASP) and to over-achieve our Balanced Scorecard that includes Customer Satisfaction results, Operation Performance and cost targets. Key Responsibilities - Plan, organize and manage performance operation and process of our ASP and maintain a close working relationship with them - Plan, schedule and conduct quarterly, monthly or periodic reviews with our ASP to ensure excellent service delivery - Plan, organize, and manage new/existing programs/projects and processes for corrective actions and continual improvements - Design partner Service Level Agreement (SLA) and contracts - Managing customer escalations and programs such as call monitoring, assessment and coaching, etc. - Validate monthly billing and maintain a competitive pricing structure by reviewing ASP pricing, half yearly - Manage proper documentation of processes, tools and infrastructure for business continuity - Conduct audits to ensure that our ASP meets our quality standards and performance - Present, participate & update management on a quarterly, monthly or periodic basis on ASP performance, challenges and issues, etc.
Last update:	02 May 2008
Closing date:	16 May 2008

Source: www.karir.com. To apply for the position, visit www.karir.com