Large Format Mid Volume Latex ATS Manager

HP•Alpharetta, GA

5d•$83,000 - $127,800

About The Position

The Large Format Mid Volume Latex Advanced Technical Support (ATS) Manager leads the North America technical support teams supporting Large Format Mid Volume Latex. The role includes Mid Volume ATS, remote support, and Applications Engineers within GSB. It owns the ATS and remote support operating model, applications support and 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. The manager is accountable for customer outcomes, partner confidence, service continuity, and technical depth across a large, high-volume installed base and an evolving GSB operating structure. The role leads and develops the North America ATS teams, governs complex escalations, strengthens partner and field effectiveness, supports product and service improvement, and drives adoption of digital support capabilities, automation, knowledge management, and AI-enabled support tools. It uses operational data and service metrics to prioritize improvements, build technical capability, and lead change across processes, tools, roles, partner interfaces, and cross-GSB operating structures. The position is full-time, with 25% travel and no relocation. The stated annual pay range is $83,000 to $127,800 USD, with additional opportunities for bonus and/or equity for U.S. candidates. Work location is not specified.

Requirements

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.
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 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, 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 priorities by capturing trends and escalating actionable feedback.
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 improvement plans for ATS operations.
Build ATS 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.
Lead engagement, coaching, performance management, talent development, and succession planning across remote support, applications support, and advanced technical support teams.
Align support strategy, capability planning, and execution priorities to customer, partner, GSB, and business needs across Mid Volume Latex and applications.
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.