Support our Indigo end customers and HP Service workforce on the resolution of technical issues and accelerate the adoption of HP Service Edge program by building a competitive advantage through a lean support experience in the Digital printing market.
The Remote Support organization, responsible for remotely resolving the technical issues of our customers and if needed, identifying the parts required and the convenience of sending a Field Services Engineer (FSE) to repair the product onsite.
As POD leader will require supporting RSE people by high technical expertise on the Indigo technology providing quick and effective remote resolution to our customers, results in a high-
quality customer experience and optimizes productivity of our customer presses. The RSE works on a virtual ecosystem with our Field Support engineers ensuring that the right solution is delivered at the right time for our customers.
The POD leader will support the RSE by sitting physically very close as the RSE typically engages with our customers over remote tools (telephone, email and virtual tools)
The POD leader will follow up with the RSE until customer issue resolution.
Support efficiency and effectiveness of the solutions provided by the RSE with support of the POD leader are key to accomplish our organization goals on Customer Experience, Remote Resolution, Quality and Cost.
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 :
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.
Metrics to measure Remote Support Engineer contribution are : Customer Satisfaction, Diagnostic Accuracy, Remote Resolution Rate, Time to resolve, Parts Consumption and Efficiency.
Skills Required :
Education and Experience Required :
Ability to solve and document solutions for customers in complex situations. Ability to contribute to technical action plans