Primary... Sant Cugat del Valle, Barcelona, SpainDate posted 07/16... Support our Indigo end customers and HP Service workforce on the resolution of technical issues and accelerate the adoption of HP Service Edge...
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.
Job Description:
The Remote Support Engineers (RSE’s) are part of the Regional 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.
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 RSE typically engages with our customers over remote tools (telephone, email and virtual tools) and follows up until customer issue resolution. Support efficiency and effectiveness of the solutions provided by the RSE are key to accomplish our organization goals on Customer Experience, Remote Resolution, Quality and Cost.
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:
Main 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, to understand/troubleshoot complex presses & system issues, along with communication skills, needed to manage interactions with customers and with different functions across the Support and Services organization.
Command of English plus at least one additional language out of French, German, Italian or Spanish (additional languages being a plus). Excellent verbal and written communication skills to interact with customers.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.Technical writing skills to document cases in CRM and KMS.Customer service orientation: Listens to customers and recognizes their needs working towards a superior customer experience. 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 organization on the resolution of customer issues.Proficiency in computer applications.
Education and Experience Required:
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