Field Support Specialist
hace 3 semanas
**Job Summary**
- This role is responsible for delivering comprehensive software services to mission-critical customers, focusing on proactive and reactive support to enhance customer satisfaction. The role involves monitoring operational performance, driving field operations deployment, and contributing solutions to prevent recurring problems and incidents. Additionally, the role supports business growth, oversees process improvement, assigns responsibilities, troubleshoots complex issues, and provides mentoring to enhance organizational performance.
**Key Responsibilities**
- Elevate customer satisfaction levels by understanding and fulfilling customer requirements, addressing challenges promptly, and providing guidance while adhering to established procedures.
- Offer comprehensive software services, including pre-sales, post-sales, and service delivery support, with a focus on proactive and reactive services for mission-critical customers.
- Monitor operational performance and engage in corrective action planning when necessary to maintain optimal service standards.
- Manage and drive deployment and sustainment of field operations, including escalations and expedites.
- Provide ideas and solutions to prevent problems and support incidents from reoccurring that impact client computing support and overall employee productivity.
- Contribute to the organization's profitability by generating and cultivating new business opportunities and providing technical support for deal proposal development.
- Coordinate departmental work, identify improvement opportunities, and ensure effective business controls for streamlined processes.
- Lead and assign responsibilities for complex requests, contribute innovative concepts, and implement changes for process improvement.
- Proactively monitor and troubleshoot complex problems, collaborating with exempt-level employees to develop recommendations.
**Requirements**
- High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
- Typically has 8+ years of related work experience, preferably in HP products in Customer base, account management, computer customer support, on-site customer support, Mission Critical, systems experience, or a related field.
**Preferred Certifications**
NA
**Knowledge & Skills**
- Automation
- Chemistry
- Commissioning
- Customer Relationship Management
- Customer Support
- Electrical Engineering
- Electromechanics
- Electronics
- Environment Health And Safety
- Field Service Management
- Hand Tools
- Key Performance Indicators (KPIs)
- Operating Systems
- Preventive Maintenance
- Process Improvement
- Safety Standards
- Technical Services
- Technical Support
- Technical Training
- Test Equipment
**Cross-Org Skills**
- Effective Communication
- Results Orientation
- Learning Agility
- Digital Fluency
- Customer Centricity
**Impact & Scope**
- Impacts multiple departments and leads large, cross-division functional teams or projects.
**Complexity**
- Works on assignments that are highly complex in nature where a strong degree of initiative and technical knowledge are required to resolve problems.
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