HP

Fleet Engineer - Specialist (BB-F8744)

Encontrado en: Neuvoo CR

Descripción:

Responsibilities:

  • Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end-user contacts and proactive notification systems.
  • Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical).
  • Proactively assist internal or external businesses and end-users to avoid or reduce problem occurrence.
  • Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision-making process.
  • Review and may resolve complex business issues.
  • Excellent communication skills. Add case resolution to KMS.
  • Understand and utilize Information Technology Information Libraries (ITIL).
  • Represent and participate on an HP team in a face-to-face customer location visit, industry conference/trade show, vendor meeting, etc.
  • Partners frequently with the Sales Pursuit team.
  • Education and Experience Required:

  • College degree in Engineering or equivalent experience preferred.
  • 3-5 years experience in relevant technologies and customer environments.
  • Relevant industry qualification where applicable.
  • Knowledge and Skills:

  • Excellent verbal and written communication skills in language to be supported.
  • Experience in troubleshooting in a technical environment.
  • Excellent analytical and problem-solving skills.
  • Software and hardware knowledge of computing, storage and, peripheral devices.
  • Advanced proficiency with case management databases and tools.
  • Superior customer service skills.
  • Phone and remote support.
  • Partners frequently with the Sales Pursuit team.
  • Ability to solve and document solutions for the usage of other technicians and customers.
  • Ability to mentor new agents.
  • Ability to lead resolution activities with escalated customers.
  • Ability to contribute to technical action plans.
  • Focus on one or more product lines (for example, proactive, reactive, storage, enterprise systems, etc.).
  • WebJetAdmin knowledge is a plus.
  • Knowledge with Lexmark, Canon, Xerox in both hardware and software is preferred.
  • HP printer knowledge is a plus.
  • CCNA or equivalent knowledge.
  • ITIL basics knowledge preferred.
  • AGILE knowledge is a plus.
  • Yellow / Green belt knowledge is a plus.
  • Impact/Scope

    Comfortable managing technical issues as well as customer business impact and ability to blend and appreciate these aspects in communication with customers.

    Deliver at least 1 internal training session/quarter (includes prep + delivery) which is aligned with business needs.

    Complexity

    As a specialist is more self-assured and assertive dealing directly/indirectly with customers Is acutely conscious of the customer environment and business/political impact of support actions.

    calendar_todayhace 4 días

    report

    location_on Heredia, Costa Rica

    work HP

    Aplicar:
    Autorizo expresamente a la Términos y condiciones

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