Description -

The Large Format Mid Volume Latex Advanced Technical Support (ATS) Manager leads the North America technical support teams supporting Large Format Mid Volume Latex.  This includes Mid Volume ATS, remote support, and Applications Engineers within GSB. The role owns the ATS, remote support operating model, applications support including escalation governance, partner and field enablement, NPI and early-life feedback, and the translation of customer and partner issues into actionable inputs for Customer Assurance, GBU Engineering, Service Delivery, Supply Chain, Channel, and Go-to-Market teams. This leader is accountable for customer outcomes, partner confidence, service continuity, and technical depth across a large, high-volume installed base and evolving GSB operating structure.

Key Responsibilities

· Lead the North America ATS teams supporting Large Format Mid Volume Latex, including advanced technical support, remote support alignment, applications engineers, technical leads, and partner-facing capabilities.

· Own the ATS and remote support operating model, ensuring clear intake, routing, ownership, escalation readiness, expert coverage, and resolution discipline.

· Govern complex, chronic, high-impact, and executive-visible escalations by coordinating the right technical, service delivery, quality, engineering, supply chain, channel, and business resources.

· Translate customer, partner, and field issues across Large Format Mid Volume Latex into structured insights, corrective actions, and feedback loops for product, service, quality, and go-to-market teams.

· Strengthen partner and field effectiveness through technical enablement, knowledge transfer, support-path clarity, structured elevation processes, and consistent communication.

· Support NPI, early-life product performance, firmware and serviceability learnings, and quality improvement priorities by capturing trends and escalating actionable feedback across both portfolios.

· Lead adoption of digital support capabilities, automation opportunities, knowledge management strategies, and AI-enabled support tools to improve customer experience, agent productivity, and operational efficiency.

· Use operational data, case aging, repeat failures, escalation trends, resource capacity, and continuity risks to drive focused improvement plans for Large Format Mid Volume Latex ATS operations.

· Build ATS technical capability through workforce planning, coaching, knowledge management, training, succession planning, and development of subject-matter expertise across both teams.

· Lead change across processes, tools, roles, partner interfaces, and cross-GSB operating structures while reinforcing customer focus, collaboration, inclusion, accountability, and disciplined execution.

Leadership Scope

· People leadership for the North America ATS teams supporting Large Format Mid Volume Latex, including engagement, coaching, performance management, talent development, succession planning, and technical depth across remote support, applications support and advanced technical support teams.

· Portfolio leadership across Mid Volume Latex and applications, aligning support strategy, capability planning, and execution priorities to customer, partner, GSB, and business needs.

· Operating model ownership across ATS, AE and remote support, including intake, routing, escalation readiness, expert coverage, resolution discipline, and consistent standards.

· Cross-functional leadership for escalation governance, field issue translation, corrective actions, and product/service improvements across Customer Assurance, GBU Engineering, Service Delivery, Supply Chain, Channel, and Go-to-Market teams.

· Operational leadership for performance, case aging, escalation trends, repeat failures, resource capacity, continuity risk, and improvement planning across a high-volume installed base spanning Large Format Mid Volume Latex.

· Executive-ready communication of performance, risks, priorities, customer and partner impact, escalation status, decisions, and support required to protect service continuity and business results.

Required Qualifications

· Demonstrated people-management experience leading technical support, service delivery, customer support, engineering support, or customer-facing technical organizations.

· Strong experience within remote support, ATS, Applications support, field support, escalation management, or similar technical service environments.

· Proven ability to lead technical operating models across intake, routing, ownership, escalation readiness, expert coverage, resolution discipline, and continuous improvement.

· Experience managing complex, chronic, high-impact, product-related, or executive-visible customer and partner escalations with judgment, ownership, urgency, and clear communication.

· Ability to influence cross-functional teams across customer support, service delivery, quality, engineering, supply chain, channel, business, and go-to-market organizations.

· Ability to use operational data, customer and partner insights, case trends, escalation patterns, and service metrics to set priorities and improve performance.

· Strong written, verbal, presentation, partner, field, stakeholder, and executive communication skills, with the ability to balance operational demands, service continuity, technical capability building, and organizational change.

Preferred Qualifications

· Experience with Large Format Mid Volume Latex portfolios, including applications, graphics, industrial print, or adjacent technical product portfolios.

· Experience leading competency-center, advanced technical support, remote support, field service, channel support, or partner-facing technical functions.

· Knowledge of service entitlement, case management, install and repair workflows, elevation processes, product escalation, field issue management, quality engagement, and engineering feedback loops.

· Experience supporting NPI, early-life performance, firmware or serviceability learnings, product-quality improvement, or structured voice-of-customer and voice-of-partner feedback processes.

· Experience operating in a matrixed, global business while developing technical talent, standardizing processes, improving knowledge management, strengthening succession planning, and leading transformation across roles, tools, partner interfaces, or escalation models.

Success Profile

Large Format Mid Volume Latex Portfolio Leadership

Leads ATS support strategy across Mid Volume Latex and applications.

HP CS, Remote Support & ATS Operating Model

Builds disciplined HP CS, remote support, and ATS operating practices.

Customer, Partner & Field Outcomes

Strengthens partner, field, and customer confidence in the support experience.

Escalation Governance & Technical Resolution

Drives ownership and coordination for complex or executive-visible escalations.

Operational Excellence & Business Impact

Uses data and service metrics to improve performance and reduce risk.

Cross-Functional Influence & Product Feedback

Turns field issues into actionable product, service, and business feedback.

Talent, Transformation & Change Leadership

Builds technical depth, succession strength, and change readiness.

Core Competencies

• Large Format Mid Volume Latex Portfolio Leadership
• HP CS, Remote Support & ATS Operations
• Applications
• Escalation Governance
• Customer, Partner & Field Enablement
• Technical Resolution
• Operational Excellence
• Data-Driven Decision Making
• Cross-Functional Influence
• NPI & Product Feedback Loops 
• Talent Development
• Change Leadership
• Executive Communication

Salary
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.

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).

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"