Field Technical Support

hace 2 semanas

Monterrey, México Hewlett Packard A tiempo completo

**Job Summary**- This role is responsible for utilizing advanced technical expertise in critical technology areas or customer groups, resolving complex incidents, and collaborating on cross-technology issues. The role applies the organization's solutions to meet intricate customer needs and designs specialized support solutions. The role cultivates senior-level relationships in assigned accounts, leads customer expectation management, and collaborates internally for issue resolution. The role also provides innovative problem-solving, leads projects, and contributes to operational and strategic plans.**Responsibilities**- Utilizes advanced technical knowledge to operate one or more critical or high-risk technology areas (e.g., server administration, technical security management, performance management) or customer groups.- Resolves incidents involving single or cross-technology independently and collaborates with team members to address unusually complex or cross-technology incidents.- Applies organization’s solutions to address highly complex customer requirements, while also designing and implementing support solutions using specialized industry knowledge.- Identifies additional services with potential for future service revenue growth and offers technical consultation during contract renewal discussions.- Cultivates and maintains strong relationships up to senior management levels in assigned accounts.- Resolves problems promptly and appropriately, escalating issues according to established procedures, also leads customer expectation management as part of the escalation process.- Collaborates extensively with internal groups to resolve client issues, actively contributing to the team's effectiveness.- Interprets internal/external business challenges and recommends best practices to improve products, processes, or services.- Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.- Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans.**Education & Experience** Recommended**- Four-year or Graduate Degree in Computer Science, Information Systems, or any other related discipline or commensurate work experience or demonstrated competence.- Typically has 4-7 years of 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 or an advanced degree with 3-5 years of work experience.**Preferred Certifications**- ITIL Certifications**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 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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