This role is responsible for leading technical support for end users and authorized service providers, utilizing proactive monitoring for issue prevention. The role maintains high customer satisfaction levels, addressing customer-related issues promptly, and offering comprehensive software services for post-sales and service delivery support. The role maintains documentation, collaborates for process improvement, ensures data confidentiality, and completes tasks with minimal supervision.
Responsibilities

• Maintains high level of customer satisfaction by clarifying customer requirements and guaranteeing their fulfillment.
• Addresses and manages customer-relation issues with promptness and appropriateness, ensuring that concerns are resolved and escalated as per established protocols.
• Provides comprehensive software services, encompassing post-sales and service delivery support, while efficiently addressing application issues for both remote and local accounts across standard and specialized systems.
• Leads direct post-sales technical support for end users and organization’s authorized service providers, resolving technical challenges on designated hardware and software platforms.
• Employs proactive monitoring methods and tools to identify opportunities for preventing problems and enhancing customer experiences.
• Maintains departmental documentation on work orders, software, inventory, and other paperwork required.
• Aligns individual work with strategy, collaborates with teams to enhance operations and implement process improvements to standardize processes globally.
• Adheres to established standards, ensuring data confidentiality, and supports execution of business processes with independent judgment.
• Completes process-oriented assignments, shares technical information, and supports department-level operational plans.
• Identifies and solves varied problems and completes day-to-day tasks with forward planning and minimal supervision.

Education & Experience Recommended

• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
• Typically has 4-6 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.

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 multiple teams and acts as a project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity

• Works on assignments that are moderately complex in nature and require intermediate problem resolution.

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.