Field Technical Support

Hewlett Packard; Barueri; Presencial; BRL 100.000 - 130.000; Tempo integral

Resumo da oferta

A leading technology company based in Brazil is seeking a candidate for a role that requires advanced technical expertise. The successful applicant will resolve complex incidents and manage customer relationships. The role involves project leadership and innovative problem-solving, aimed at aligning technical solutions with customer needs. Candidates should have a four-year or graduate degree in a relevant field and 4-7 years of experience preferably in HP products or customer support. Certification in ITIL is advantageous.

Qualificações

• 4-7 years of work experience in account management or related fields.
• Experience with HP products or customer support roles preferred.
• ITIL Certifications are a plus.

Responsabilidades

• Utilizes advanced technical knowledge to operate critical technology areas.
• Resolves complex incidents independently and through collaboration.
• Designs and implements specialized support solutions.

Conhecimentos

Automation

Customer Relationship Management

Customer Support

Electrical Engineering

Preventive Maintenance

Technical Support

Effective Communication

Results Orientation

Digital Fluency

Formação académica

Four‑year or Graduate Degree in Mechanical / Electrical Science

Descrição da oferta de emprego

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 Mechanical / Electrical 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
• 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

Complexity

Responds to moderately complex issues within established guidelines.

Disclaimer

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