广州招聘

Description

Warranty Data Analyst - Customer Assurance (CA) Team

Job Description

As a warranty data analyst for the LES (LaserJet and Enterprise Solution) CA Shanghai organization in the HP Image & Printing Group, you will be part of an exciting team providing warranty data analysis for Hewlett-Packard's world-renowned LaserJet printer brand. You will be responsible for warranty data analysis and reporting for HP’s commercial products, which help cross function teams identify top issues and business opportunities to improve product quality, reduce warranty cost and improve customer satisfaction. You will work closely with Quality Program Managers, HW CPE engineers, Technical marketing engineers, and other engineering teams located at the HP site in Boise, Idaho.

Location: Shanghai, China

Position Objective

· Effectively and efficiently analyze Customer Service Order (CSO) repair details and customer Call details to understand the reasons customers initiated the service event;

· Accurately assign symptom & symptom details based on Customer Service Order (CSO) repair details and customer Call details;

· Effectively contribute in driving Product quality improvements and warranty cost reduction by being Core members of Quality Program Management team;

· Regularly analyze and present summaries of Customer Service Order (CSO) repair details and customer Call details for designated products to identify top contributors of customer support calls: by product by geographic region;

· Provide issue specific reporting using excel & pivot tables as well as issue specific detailed reporting;

· Participate in monthly calibration meetings with Quality Program Managers, HW CPE engineers, Technical marketing engineers, and other engineering teams

Qualifications

Qualifications

Education Requirements:

A Bachelor's (undergraduate) degree or Master's (graduate) degree in Engineering, Computer Science, or equivalent combination of education and experience

Experience Requirements:

· Experience in Data Analysis, especially as it pertains to customer LaserJet printer failure information

· Experience with warranty and/or support and services business at global or region level

· Experience in Customer facing job, preferably in after sales support role

· Desirable to have experience and knowledge of SMB & Enterprise customer segments support and product & support preferences for this customer segment

· Desirable to have above experience with Information Technology or Commercial electronics companies and with Digital Printing & Imaging products

Skills/Capabilities Requirements:

· Adequate technical competency and sound diagnosis/analytical skills to characterize the issue for engineering teams.

· Capable of performing accurate data analysis

· Ability to use Customer and product support knowledge and data to recommend and justify future product improvement requirements

· Excellent English communication in both verbal and written. Good listening and comprehension skills. Be able to review and write documents independently. English is mandatory, however expertise in Mandarin or any other language is an added advantage

· Ability to work and perform in virtual US Base teams

· Demonstrate teamwork spirit

· Self-starter, risk taker (can-do) attitude and ability to manage multiple project

惠普（HP）公司成立于1939年，是一家业务运营遍及全球170多个国家和地区的高科技公司。我们致力于探索科技和服务如何帮助人们和企业解决其遇到的问题和挑战，并把握机遇、实现愿景、成就梦想。我们运用新的思想和理念来打造更简单、更有价值、更值得信赖的技术体验，不断帮助客户改善其生活和工作方式。

惠普（HP）是全球最大的信息科技（IT）公司之一。我们提供广泛的基础设施和商业产品，从手持设备到世界上最强大的超级计算机，一应俱全。我们为消费者提供了一系列广泛的产品和服务，从数码摄影到数码娱乐，从计算产品到家用打印。这一全面的产品组合让我们能够针对客户的特定需求，提供合适的产品、服务和解决方案。在截止至2007年10月31日的2007财年中，惠普（HP）的营业额达1043亿美元，在2007年美国财富500强中排名第14位。

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