Field Technical Support & Solutions Architect

HP; Ciudad de México; On-site; MXN 520,000 - 760,000; Full time

Job summary

HP in Mexico City is seeking a seasoned professional to enhance customer experience by providing installation information, addressing challenges, and delivering software services across pre-sales, post-sales, and service delivery support.

The role targets diverse enterprise accounts, leveraging proactive monitoring and onsite break-fix support to ensure high-quality service. Mentoring and process improvement are key components of this position.

Qualifications

• High School Diploma or GED or higher secondary education.
• Typically 6–8 years of related work experience in HP products, customer base, or service delivery.

Responsibilities

• Enhances customer experience by providing installation information and access to contacts.
• Addresses customer-relation challenges promptly, delivering guidance and escalating issues per protocol.
• Offers software services including pre-sales, post-sales, and service delivery support for diverse customer needs.
• Delivers services with tailored solutions to large enterprise and complex accounts.
• Uses proactive monitoring to identify opportunities to prevent problems and improve experiences.
• Provides site support for break-fix activities and leads onsite escalation when needed.
• Applies extensive knowledge to resolve complex issues and recommend improvements.
• Coordinates departmental work, mentors the team, and serves as escalation point for related issues.
• Identifies opportunities for improvement and ensures effective business controls through review and analysis.
• Coordinates departmental work and fosters positive relationships with associates and management.

Skills

Customer relationship management

Technical support

On-site service delivery

Team mentoring

Process improvement

Proactive monitoring

Communication

Education

High School Diploma/GED

Tools

On-site service tools

Job description

HP in Mexico City is seeking a seasoned professional to enhance customer experience by providing installation information, addressing challenges, and delivering software services across pre-sales, post-sales, and service delivery support.

The role targets diverse enterprise accounts, leveraging proactive monitoring and onsite break-fix support to ensure high-quality service. Mentoring and process improvement are key components of this position.