Field Technical Support

hace 2 semanas

Santa Fe, México Hewlett Packard A tiempo completo

**Job Summary**

As a field technical support, you will be a technical focal point for our Channels Partners and customers to provide remote or on-site technical support utilizing advanced technical expertise in critical printing technology areas, resolving complex issues, and collaborating with technical cross-organizations.

You will be working in a diverse environment with and extensive team, backgrounds, and different nationalities across Latin America.

The role also provides innovative problem-solving, opportunities to lead strategic projects and programs, and contributes to operational excellence in a Service Delivery Organization.

**Responsibilities**
- Resolves problems promptly and appropriately by providing deep technical remote support or hands-on at customer sites, escalating issues according to established process and SLAs, also leads customer expectation management as part of the escalation process.
- Take ownership of the regular and complex problems assigned, demonstrating technical authority, and holding full accountability until resolution.
- Collaborates extensively with internal and external groups to resolve customer issues, actively contributing to the team's effectiveness.
- Proper case management at company CRM
- Interprets internal/external business challenges and recommends best practices to improve products, processes, or services.
- Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans.
- Keeping updated with the latest product developments and tools.
- Participate in Webinars, attend F2F training and dedicate time to self-development.
- Cultivates and maintains strong relationships up to senior management levels in assigned duties.
- Support knowledge transfer activities to customers and Channels Partners.

**Travel**
- Travel Availability up to 50%.

**Education & Experience Recommended**
- Degree in computer science, electronics, mechanical engineering, or any other related technology discipline.
- Typically has 4-7 years of work experience as a Field Service Engineer or technical support, preferably in HP Indigo products or printing Industry.
- English Proficiency.

**Knowledge & Skills**

Advanced proficiency in:

- Electronics (including reading wiring diagrams)
- Mechanics
- PC’s, Windows SW, basic Networking skills
- Pneumatics/Hydraulics
- Automation systems
- Systems troubleshooting methodology
- Problem Solving
- Presentations skills
- Remote or Onsite Customer Support
- Customer Relationship Management
- Field Service Management
- CRM management
- Process oriented
- Key Performance Indicators (KPIs)
- Team collaboration
- Preventive and proactive approach for service activities
- Intermediate knowledge in project Management
- Administrative management
- Can do attitude
- Prior experience with Indigo products and technologies is a strong advantage

**Cross-Org Skills**
- Strong and effective communication
- Results Orientation
- Learning Agility
- Customer Centricity
- Change adoption
- High Level English speaker

**Impact & Scope**
- Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

**Complexity**
- Responds to moderately complex issues within established guidelines.

**Disclaimer

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