Indigo Remote Technical Specialist

HP; Las Fuentes; Remote; MXN 1,679,000 - 2,238,000; Full time

Job summary

HP Indigo Remote Technical Specialist is responsible for effectively resolving moderate to complex technical issues across HP Indigo press hardware and software, supporting internal and external clients in North America. The role requires acting as a trusted consultant, mentoring teammates, and coordinating cross-functional projects to architect innovative solutions.

Fluency in English is required; the position involves leading sessions, delivering training, and engaging with stakeholders to

Qualifications

• Four-year or Graduate Degree in any area, or related discipline.
• Typically 7–10 years of work experience in remote/telephone support or related field.

Responsibilities

• Provide real-time case troubleshooting as a Product Expert (PE) support resource for Indigo Remote Support Engineers.
• Interface with cross-functional teams to reduce silos and coordinate field support activities.
• Assist in preparation and presentation of training and tech debriefs.
• Identify knowledge gaps and contribute to coaching 1:1 and team development.
• Proficient in Excel and PowerPoint for reporting, project management, and data analysis.
• Resolve moderate to complex hardware/software issues for internal/external customers and end users.
• Collaborate with stakeholders to plan, coordinate, and architect innovative solutions.

Skills

Excel

PowerPoint

Education

Bachelor's degree or equivalent

Job description

Indigo Remote Technical Specialist Description - Job Summary

This role is responsible for effectively resolving moderate to complex technical issues encompassing HP Indigo press hardware and software across internal and external businesses and end users as well as engaging as a trusted consultant for planning innovative solutions. The role leads representative activities, collaborates to prevent/ mitigate issues, architects and integrates solutions, and contributes to cross-functional projects. The role applies advanced expertise, exercises independent judgment, and fosters relationships while mentoring lower-level employees. This role is supporting clients in North America hence fluency in English is a must.

Responsibilities

• Product Expert (PE) support resource for Indigo Remote Support Engineers, providing real time case troubleshooting
• Interface with other teams to reduce silos: Focal Point to Field Service Engineers, Regional Specialists, Tech Group and GBU.
• Assist in preparation and presentation of training and tech debriefs
• Knowledge gap identification
• Coaching - 1:1 and team
• Proficient in Excel and PowerPoint - reporting, project management, and data analysis skills
• Resolves moderate to complex technical problems effectively, encompassing hardware and software encountered through interactions with internal and external businesses, as well as end users, utilizing proactive notification systems.
• Sets a strategic compass for the services organization, aligning it with customer needs and coordinating closely with various counterparts.
• Acts as a trusted consultant, engaging with stakeholders to strategically plan, coordinate, and architect innovative solutions.
• Leads and represents the organization through activities such as customer visits, participation in industry conferences/trade shows, and vendor meetings.
• Collaborates with internal or external businesses and end users to prevent or minimize issue occurrences, while also evaluating and resolving complex business challenges.
• Architects, deploys, manages, and integrates solutions within specific environments, while also engaging in architecture and design reviews to enhance product quality through insights.
• Collaborates cross-functionally for efficient project delivery, enhancing troubleshooting efficiency and user experience, thereby driving successful outcomes.
• Supports initiatives aimed at amplifying business opportunities through innovative technologies, positioning the organization at the forefront of industry evolution.
• Applies advanced subject matter knowledge, leads, and contributes to complex projects, and exercises independent judgment in resolving business issues and establishing policies.
• Develops and builds productive internal/external working relationships and may provide mentoring and guidance to lower-level employees.

Education & Experience (Recommended)

• Four-year or Graduate Degree in any area, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 7-10 years of work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.