Field Technical Support

2 semanas atrás

Barueri, Brasil Hewlett Packard Tempo inteiro

**Job Summary**
- This role is responsible for operating a specific technology domain or customer group with limited risk and complexity. The role integrates technical expertise and business understanding to develop customer solutions, resolving routine technical incidents independently and collaborating on complex ones. The role implements organizational solutions for moderately complex customer needs, contributes to issue resolution and customer expectation management, and engages with internal teams to enhance effectiveness. This is a field service job which requires up to 50% of time allocated to travels.

**Responsibilities**
- Integrates technical process and business comprehension to devise solutions for customers.
- Resolves routine technical incidents, within designated scope, independently and collaborates with team members for resolution of more complex incidents.
- Implements organization’s solutions to fulfill moderately complex customer requirements within the designated technical area.
- Resolves problems promptly and appropriately, escalating issues according to established procedures, also contributing to 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.
- Participates in products, solutions, or services training to maintain technical knowledge, active certification, and competence.
- Keeps stakeholders (e.g., sales, customer, technical peers, management) informed of actions and progress on technical product issues.
- Applies foundational principles and contributes proactively to projects through research and data analysis support, providing regular updates on accomplishments and impediments.
- Supports priority projects with direction, maintaining relationships with internal stakeholders and sharing information via standardized reports.

**Education & Experience** Recommended**
- Four-year Degree in Enginering, Electronics, Electrical, Mechanics, Mechatronics or any other related discipline or commensurate work experience or demonstrated competence.
- Typically has 0-2 years of work experience, preferably in HP products in Customer base, customer support, on site customer support, systems experience, or a related field.
- Typically 0-2 years of experience on installing, training, suporting. fixing priting systems, particularly ink digital ones.

**Knowledge & Skills**
- Automation
- Customer Relationship Management
- Customer Support
- Electrical Engineering
- Electromechanics
- Electronics
- Hand Tools
- 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 own work and acts as a team member by providing information, analysis, and recommendations in support of team efforts.

**Complexity**

**Disclaimer

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