Job Summary

As a field technical support, you will be a technical focal point for our Channels Partners and customers to provide remote or on-site technical support utilizing advanced technical expertise in critical printing technology areas, resolving complex issues, and collaborating with technical cross-organizations.

You will be working in a diverse environment with and extensive team, backgrounds, and different nationalities across Latin America.

The role also provides innovative problem-solving, opportunities to lead strategic projects and programs, and contributes to operational excellence in a Service Delivery Organization.

Responsibilities

• Resolves problems promptly and appropriately by providing deep technical remote support or hands-on at customer sites, escalating issues according to established process and SLAs , also leads customer expectation management as part of the escalation process.
• Take ownership of the regular and complex problems assigned, demonstrating technical authority, and holding full accountability until resolution.

• Collaborates extensively with internal and external groups to resolve customer issues, actively contributing to the team's effectiveness.

• Proper case management at company CRM

• Interprets internal/external business challenges and recommends best practices to improve products, processes, or services.
• Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans.

• Keeping updated with the latest product developments and tools.

• Participate in Webinars, attend F2F training and dedicate time to self-development.

• Cultivates and maintains strong relationships up to senior management levels in assigned duties.

• Support knowledge transfer activities to customers and Channels Partners.

Travel

• Travel Availability up to 50%.

Education & Experience Recommended
• Degree in computer science, electronics, mechanical engineering, or any other related technology discipline.
• Typically has 4-7 years of work experience as a Field Service Engineer or technical support, preferably in HP Indigo products or printing Industry.

• English Proficiency.

Knowledge & Skills

Advanced proficiency in:

Electronics (including reading wiring diagrams)

Mechanics

PC’s, Windows SW, basic Networking skills

Pneumatics/Hydraulics

Automation systems

• Systems troubleshooting methodology

• Problem Solving

• Presentations skills

• Remote or Onsite Customer Support

• Customer Relationship Management
• Field Service Management
• CRM management

• Process oriented
• Key Performance Indicators (KPIs)
• Team collaboration
• Preventive and proactive approach for service activities
• Intermediate knowledge in project Management

• Administrative management

• Can do attitude

• Prior experience with Indigo products and technologies is a strong advantage

Cross-Org Skills
• Strong and effective communication
• Results Orientation
• Learning Agility
• Customer Centricity

• Change adoption

• High Level English speaker

 
Impact & Scope
• Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity
• Responds to moderately complex issues within established guidelines.

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.