Pod Leader Care Center
HP
Sant Cugat del Valle, Barcelona, Spain
hace 5 días

Responsibilities :

As an Indigo Remote Support Engineer this person will work across the different support functions defining the end-to-end activity leading to the right customer solution.

His / her primary roles are to :

  • Provide expert support to remotely resolve hardware and / or software issue for customers, including product calibrations, adjustments, and SW upgrades.
  • Trigger an onsite interaction (parts and / or FSE dispatch) in case the issue cannot be fixed remotely . Right diagnosis and parts identification are key to ensure proper handover to the Field Services Engineer.
  • Support to Document case history and interactions with customer in HP’s Customer Relationship Mgmt. SW (CRM) to ensure proper handover to field, product / case history tracking and reporting.
  • Issue, Customer Inputs, Data Gathered, Troubleshooting performed, Diagnostic, Parts Dispatched, Contacts / Follow ups with customer, etc.

    Prepare FSE prior to the visit, updating case notes and systems with all troubleshooting steps performed.

  • Support RSE to Proactively engage with Customers to support them on press maintenance routines. Manage predictive cases (avoiding press failures to happen) and guide and advice customer on supplies lifespan.
  • Contribute & train the Knowledge Mgmt. System (KMS) sharing the knowledge with the rest of the organization
  • Metrics to measure Remote Support Engineer contribution are : Customer Satisfaction, Diagnostic Accuracy, Remote Resolution Rate, Time to resolve, Parts Consumption and Efficiency.

    Skills Required :

  • This position requires solid technical skills and proven Indigo experience from the field or from Indigo role with high knowledge on the presses ,
  • Required to lead , train , mentor and act relative fast for troubleshooting complex presses & system issues, along with communication skills ,
  • Strong analytical and remote troubleshooting skills : solid diagnosis skills with ability to remotely collect and manage information and translate customer faced symptoms into a product issue.
  • Problem solving skills to define action plans to get issues resolved. Proficiency in translating analysis into strategies and actionable plans.
  • Ability to work under pressure , understanding customer needs and setting the right priorities for each case.
  • Teamwork skills to collaborate with other members of the RSE and share knowledge
  • Education and Experience Required :

  • Strong technical background with bachelor’s degree in Science / Engineering preferably Mechanical, Industrial or Electrical Engineering or equivalent.
  • Ability to follow and read electrical / electronic diagrams.
  • Command of English. Excellent Verbal and written communication skills
  • Customer service skills. Experience in remote troubleshooting in a technical environment. Analytical and problem-solving skills.
  • Ability to solve and document solutions for customers in complex situations. Ability to contribute to technical action plans

  • Experience in Graphics Arts products and related technologies will be valued.
  • Analytical and troubleshooting methodologies.
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