Install Base AdministratorLocation: Tlaquepaque, Jalisco, Mexico
Time Type: Full time
Posted On: Posted 2 Days Ago
Job Requisition ID: 3138561
Description: The HP Industrial Division is a growing business unit that provides world-class digital printing solutions, unlocks new business opportunities, and drives profitable growth in Industrial Printing. As solid market leaders, we have been able to consolidate as technology innovators, market disrupters, and profit generators for our customers.
Industrial Print Sales Operations is the backbone of the business activity, driving processes and tools to keep the sales motion while increasing our customer satisfaction and brand loyalty. This area works collaboratively with the Sales Organization, Business Management, Services, and many other key stakeholders, driving operational excellence and managing business continuity risks.
Job Description: This position is an Indigo Install Base Administrator role, who works collaboratively with teams and stakeholders internal to HP to support, administrate, review, prepare, and follow up on all inquiries related to press installation in our HP records. Proactively identifies and manages changes within HP's database according to process requirements and can proactively detect risks for HP and its clients. Effectively manages client expectations with proper communication and constant follow-up.
This person will be the focal point for Technical Leads, District Managers, Engineers, and ASMs as well as other HP Indigo groups. Applies developed subject matter knowledge to solve common and complex business issues within established guidelines. Recommends appropriate alternatives for specific items that are linked to certain Indigo presses and maintains accurate and updated information. Works on problems of diverse complexity and scope. Provides direction to Indigo Contracts and Order Administration teams by facilitating and validating information that will ease the E2E process. Exercises independent judgment within generally defined policies and practices to identify and select a solution. Exercises the ability to handle most unique situations but may seek advice from related parties in order to make decisions on complex business issues.
Responsibilities: Represent the Sales Operations team as a subject matter expert on complex internal processes to other functions and organizations.Act as focal point of contact, SME, and trainer (if necessary) to internal/external stakeholders for moderate to high complex operational matters within all activities related to the Install Base process.Act as first focal point for escalations, mainly working alongside the Account Delivery Managers to handle and resolve issues from beginning until resolution at all levels.Seek ways to improve operation and Customer Satisfaction, and implement necessary changes in the process flow.Conduct in-depth data analysis, leveraging analytical tools and techniques, to identify trends, root causes, and areas for process improvement.Collaborate with all internal groups and leaders across HP in the process of automating and transforming; this includes researching, identifying, testing, and implementing system/process solutions to HP and to customer needs.Document and consistently update processes and procedures; using high-maturity methods and tools, while ensuring adherence to governance and compliance standards.Generate reports on process performance. Communicate findings and recommendations to senior management, and present complex data effectively.Develop and maintain subject matter expertise in relevant areas, staying updated on industry trends and best practices.Education and Experience Required: First-level university degree or equivalent experience; may have advanced university degree.Typically 2-3 years of related experience, preferably in sales operations, customer operations, finance, contract management, or similar.Knowledge and Skills: Excellent communication skills (e.g. written, verbal, presentation); mastery in English and local language as well as other languages as required.Strong Microsoft Office application knowledge; preferred knowledge in QAD and ServiceNow.Ideal background and experience in hardware maintenance, parts knowledge, or parts ordering. Technical experience is a plus.Basic financial and business acumen. Solid understanding of core HP businesses and the revenue cycle.Superior research and analytical skills.Ability to identify and implement process improvements.Ability to collaborate and network with other groups and functions to reach business objectives, in support of customer requirements.Solid skills in accounting, auditing, supporting external customers/partners, working with high efficiency and collaboratively at peer level, and presenting to management levels.Project management skills are a plus.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).
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