Field Technical Support

Field Technical Support

Description -

Location

This position is based in Chihuahua , with teleworker status assigned to align with the job's specific requirements in this location.

Job Summary
This role is responsible for leading technical support for end users and authorized service providers, utilizing proactive monitoring for issue prevention. The role maintains high customer satisfaction levels, addressing customer-related issues promptly, and offering comprehensive software services for post-sales and service delivery support. The role maintains documentation, collaborates for process improvement, ensures data confidentiality, and completes tasks with minimal supervision.

Responsibilities

1. Maintains high level of customer satisfaction by clarifying customer requirements and guaranteeing their fulfillment.
2. Addresses and manages customer-relation issues with promptness and appropriateness, ensuring that concerns are resolved and escalated as per established protocols.
3. Provides comprehensive software services, encompassing post-sales and service delivery support, while efficiently addressing application issues for both remote and local accounts across standard and specialized systems.
4. Leads direct post-sales technical support for end users and organization’s authorized service providers, resolving technical challenges on designated hardware and software platforms.
5. Employs proactive monitoring methods and tools to identify opportunities for preventing problems and enhancing customer experiences.
6. Maintains departmental documentation on work orders, software, inventory, and other paperwork required.
7. Aligns individual work with strategy, collaborates with teams to enhance operations and implement process improvements to standardize processes globally.
8. Adheres to established standards, ensuring data confidentiality, and supports execution of business processes with independent judgment.
9. Completes process-oriented assignments, shares technical information, and supports department-level operational plans.
10. Identifies and solves varied problems and completes day-to-day tasks with forward planning and minimal supervision.

Education & Experience
Recommended:

1. High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
2. Typically has 4-6 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

1. Automation
2. Chemistry
3. Commissioning
4. Customer Relationship Management
5. Customer Support
6. Electrical Engineering
7. Electromechanics
8. Electronics
9. Environment Health And Safety
10. Field Service Management
11. Hand Tools
12. Key Performance Indicators (KPIs)
13. Operating Systems
14. Preventive Maintenance
15. Process Improvement
16. Safety Standards
17. Technical Services
18. Technical Support
19. Technical Training
20. Test Equipment

Cross-Org Skills

1. Effective Communication
2. Results Orientation
3. Learning Agility
4. Digital Fluency
5. Customer Centricity

Impact & Scope
Impacts multiple teams and acts as a project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity
Works on assignments that are moderately complex in nature and require intermediate problem resolution.

Disclaimer
This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Job - Services

Schedule - Full time

Shift - No shift premium (Mexico)

Travel -

Relocation -

Equal Opportunity Employer (EEO) -

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement