Field Technical Support - Veracruz

HP; Monterrey; Presencial; MXN 300,000 - 400,000; Jornada completa

Descripción de la vacante

A global technology provider is seeking a Field Technical Support specialist in Monterrey. This role is crucial for enhancing customer experiences by providing installation insights and resolving complex issues in real-time. Candidates should have around 6-8 years of experience with strong technical knowledge and be adept in customer relationship management. This job offers opportunities for professional growth in a dynamic environment with full-time commitment.

Formación

• 6-8 years of related experience in Customer support or account management.
• Experience with HP products is preferred.
• Strong technical/service knowledge.

Responsabilidades

• Provide installation information and address customer challenges.
• Deliver tailored solutions to complex accounts.
• Utilize proactive monitoring to enhance customer experience.

Conocimientos

Automation

Chemistry

Customer Relationship Management

Electrical Engineering

Technical Support

Customer Support

Educación

High School Diploma or equivalent

Descripción del empleo

Overview

Field Technical Support - Veracruz

Job Summary

This role is responsible for improving the customer experience by providing installation information, addressing challenges, and delivering software services across pre-sales, post-sales, and service delivery support. The role caters to diverse customer needs, offering tailored solutions to complex accounts. The role employs proactive monitoring techniques, offers site support for break-fix activities, and provides expertise in resolving complex issues. The role also coordinates departmental work, mentors the team, identifies improvement opportunities, and fosters positive working relationships.

Responsibilities

• Enhances customer experience by providing a comprehensive overview of installation activities, site-specific information, and access to relevant contacts.
• Addresses customer-relations challenges promptly and effectively, delivering guidance and escalating issues according to established protocols.
• Offers software services encompassing pre-sales, post-sales, and service delivery support, catering to diverse customer needs.
• Delivers services, including tailored solutions, to large enterprise, complex, or corporate accounts, addressing their specific requirements.
• Utilizes proactive monitoring techniques and tools to identify opportunities for preventing problems and enhancing customer experiences.
• Provides site support for customer break-fix activities, offers technical assistance to third-party and authorized service providers, and leads onsite escalation support when needed.
• Applies extensive knowledge, resolves complex issues, and recommends improvements through creative and effective approaches.
• Coordinates departmental work, mentors the team, and serves as an escalation point for different issues in the related area of work.
• Identifies opportunities for improvement, makes recommendations, and also assures effective business controls through review, analysis, and verification.
• Coordinates the functional work within the department, assists various departments, monitors process execution, and fosters positive working relationships with associates and management.

Education & Experience

Recommended

• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
• Typically has 6-8 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

• Automation
• Chemistry
• 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

Impact & Scope

Impacts department and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.

Complexity

Works on assignments that are complex in nature and require initiative and technical/specialized knowledge to resolve problems and/or develop recommended solutions.

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.

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