Senior Field Technical Support Consultant

Hewlett Packard Enterprise; Bengaluru; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Hewlett Packard Enterprise India is seeking a Senior Field Technical Support Consultant to drive technical escalation management, improve service quality, and enable partners. You will collaborate with Field Operations, ATS, and care centers to resolve complex customer issues and implement corrective actions to enhance performance.

The role emphasizes data-driven governance, executive communication, and cross-functional leadership to deliver sustainable improvements in service delivery and

Qualifications

• 8–12 years in Personal Systems and Technology Operations.
• Bachelor's degree or Diploma required.
• Experience in technical escalation management and field operations.

Responsibilities

• Own end-to-end resolution of critical customer escalations and high-impact technical incidents.
• Act as SME for complex hardware and service delivery issues.
• Collaborate with Field, Quality, ATS, Supply Chain, Engineering, and Global support teams.
• Develop and implement corrective actions to improve service performance.
• Lead training and coaching initiatives for partners and field teams.

Skills

Technical Escalation Management

Service Delivery & Field Operations

RCA & Problem Solving

Customer Relationship Management

Data Analysis & Reporting

Operational Governance

Process Improvement

Stakeholder Management

Technical Training & Mentoring

Education

Bachelor's degree

Diploma

Tools

Power BI

Excel

Job description

Senior Field Technical Support ConsultantDescription -The Senior Field Technical Support Consultant is responsible for driving technical escalation management, service quality improvement, partner enablement, operational governance, and customer satisfaction across HP India operations. The role serves as a key technical advisor and escalation leader, collaborating with Field Operations, ATS, Care Center, Supply Chain, Quality, Engineering, and business stakeholders to resolve complex customer issues, improve service delivery performance, and drive continuous operational improvement.Key ResponsibilitiesService Quality & Operational ExcellenceMonitor and improve key service metrics including RR30, PPSNC, AIR, AFR, CE Scorecard, and repair quality indicators.Identify operational improvement opportunities through data analysis and trend reviews.Develop and implement corrective action plans to improve overall service performance.Support cost reduction, waste elimination, and serviceability improvement initiatives.Partner Enablement & Capability DevelopmentDesign and conduct technical, process, and quality training programs for HP partners and subcontractors.Lead Train-the-Trainer (TTT) initiatives, field coaching, audits, and ride-along programs.Develop SOPs, knowledge articles, troubleshooting guides, checklists, and customer education materials.Drive partner readiness for new products, diagnostics, and service processes.Customer Experience & GovernanceWork closely with strategic customers and account teams to resolve business-critical issues.Improve customer experience through proactive communication, technical advisories, and escalation management.Ensure warranty compliance, service policy adherence, and quality governance across the service ecosystem.Represent HP in customer reviews, technical discussions, and operational governance forums.Analytics & ReportingAnalyze service, repair, and material consumption data to identify trends, risks, and improvement opportunities.Build executive dashboards, operational reviews, leadership updates, and business performance reports.Deliver actionable insights to improve efficiency, service quality, and customer outcomes.Support data-driven decision making through report automation and process optimization initiatives.Innovation & Process ImprovementDrive initiatives that improve repair efficiency, reduce part consumption, and enhance serviceability.Contribute to automation and RPA projects that eliminate manual effort and improve turnaround time.Lead deployment of new tools, diagnostics, and operational best practices across service teams.Promote a culture of continuous improvement and innovation.Technical Escalation ManagementOwn end-to-end resolution of critical customer escalations and high-impact technical incidents.Act as Subject Matter Expert (SME) for complex hardware and service delivery issues.Drive cross-functional collaboration across Field, Quality, ATS, Supply Chain, Engineering, and Global support teams.Provide technical guidance for root cause analysis (RCA), corrective actions, and recovery strategies.Required SkillsTechnical Escalation ManagementService Delivery & Field OperationsRCA & Problem SolvingCustomer Relationship ManagementData Analysis & ReportingOperational GovernanceProcess ImprovementStakeholder ManagementTechnical Training & MentoringCross-Functional LeadershipPower BI / Excel AnalyticsDocumentation & Knowledge ManagementKey Performance Indicators (KPIs)RR30 ImprovementPPSNC OptimizationCustomer Satisfaction & Escalation ClosureService Quality MetricsCost Savings & Waste ReductionTraining EffectivenessSLA CompliancePartner Performance ImprovementEscalation Resolution TimeOperational Efficiency GainsEducation and Experience8-12 years in Personal Systems and Technology Operations.Minimum of Bachelor's degree/ Diploma.Impact StatementThis role is accountable for improving HP's service quality, customer experience, operational efficiency, and partner capability across India. The position combines technical leadership, business escalation management, data-driven governance, and cross-functional collaboration to deliver sustainable improvements and customer-first outcomes.#LI-POSTJob -ServicesSchedule -Full timeShift -No shift premium (India)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.For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “ Know Your Rights: Workplace Discrimination is Illegal \"