Large Format Mid Volume Latex ATS Manager

HP•Alpharetta, GA

6d•$83,000 - $127,800

About The Position

The Large Format Mid Volume Latex Advanced Technical Support (ATS) Manager leads North America technical support teams for Large Format Mid Volume Latex, including Mid Volume ATS, remote support, and Applications Engineers within GSB. The role owns the ATS and remote support operating model, applications support and escalation governance, partner and field enablement, NPI and early-life feedback, and the conversion of customer and partner issues into actionable inputs for Customer Assurance, GBU Engineering, Service Delivery, Supply Chain, Channel, and Go-to-Market teams. The position is accountable for customer outcomes, partner confidence, service continuity, and technical depth across a high-volume installed base and an evolving GSB operating structure. The manager leads people and portfolio strategy across Mid Volume Latex and applications, including coaching, performance management, talent development, succession planning, workforce planning, and development of technical expertise. They establish consistent support practices for intake, routing, ownership, escalation readiness, expert coverage, and resolution, while coordinating cross-functional responses to complex or high-impact issues. They use operational data and customer, partner, and field insights to improve performance, reduce risk, support product and service improvement, and communicate priorities, risks, and decisions to executives. The role also leads adoption of digital support capabilities, automation, knowledge management, and AI-enabled support tools, and manages change across processes, tools, roles, partner interfaces, and cross-GSB structures. The position is full time, with 25% travel and no shift premium. The listed annual pay range is $83,000 to $127,800 USD, with additional opportunities for bonus and/or equity for candidates in the United States. Pay varies by work location, job-related knowledge, skills, and experience.

Requirements

Demonstrated people-management experience leading technical support, service delivery, customer support, engineering support, or customer-facing technical organizations.
Strong experience in remote support, ATS, Applications support, field support, escalation management, or similar technical service environments.
Proven ability to lead technical operating models covering 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.
Ability to balance operational demands, service continuity, technical capability building, and organizational change.

Nice To Haves

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.

Responsibilities

Lead North America ATS teams for 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, including intake, routing, ownership, escalation readiness, expert coverage, and resolution discipline.
Govern complex, chronic, high-impact, and executive-visible escalations by coordinating technical, service delivery, quality, engineering, supply chain, channel, and business resources.
Translate customer, partner, and field issues 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 by capturing trends and escalating actionable feedback.
Lead adoption of digital support capabilities, automation, knowledge management strategies, and AI-enabled support tools.
Use operational data, case aging, repeat failures, escalation trends, resource capacity, and continuity risks to drive improvement plans for ATS operations.
Build technical capability through workforce planning, coaching, knowledge management, training, succession planning, and development of subject-matter expertise.
Lead change across processes, tools, roles, partner interfaces, and cross-GSB operating structures while reinforcing customer focus, collaboration, inclusion, accountability, and disciplined execution.
Manage engagement, coaching, performance, talent development, succession planning, and technical depth across remote support, applications support, and advanced technical support teams.
Align portfolio support strategy, capability planning, and execution priorities with customer, partner, GSB, and business needs.
Provide executive-ready communication about performance, risks, priorities, customer and partner impact, escalation status, decisions, and support required to protect service continuity and business results.