Fleet Engineer - Specialist
HP Inc
Heredia, Heredia, Costa Rica
hace 4 días

Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives.

Works on problems of diverse complexity and scope. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision-making process.

Exercises independent judgment within generally defined policies and practices to identify and select a solution. Ability to handle most unique situations.

May seek advice in order to make decisions on complex business issues.

Responsibilities :

  • Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end-user contacts and proactive notification systems.
  • Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical).
  • Proactively assist internal or external businesses and end-users to avoid or reduce problem occurrence.
  • Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision-making process.
  • Review and may resolve complex business issues.
  • Excellent communication skills. Add case resolution to KMS.
  • Understand and utilize Information Technology Information Libraries (ITIL).
  • Represent and participate on an HP team in a face-to-face customer location visit, industry conference / trade show, vendor meeting, etc.
  • Partners frequently with the Sales Pursuit team.
  • Education and Experience Required :

  • College degree in Engineering or equivalent experience preferred.
  • 3-5 years experience in relevant technologies and customer environments.
  • Relevant industry qualification where applicable.
  • Knowledge and Skills :

  • Excellent verbal and written communication skills in language to be supported.
  • Experience in troubleshooting in a technical environment.
  • Excellent analytical and problem-solving skills.
  • Software and hardware knowledge of computing, storage and, peripheral devices.
  • Advanced proficiency with case management databases and tools.
  • Superior customer service skills.
  • Phone and remote support.
  • Partners frequently with the Sales Pursuit team.
  • Ability to solve and document solutions for the usage of other technicians and customers.
  • Ability to mentor new agents.
  • Ability to lead resolution activities with escalated customers.
  • Ability to contribute to technical action plans.
  • Focus on one or more product lines (for example, proactive, reactive, storage, enterprise systems, etc.).
  • WebJetAdmin knowledge is a plus.
  • Knowledge with Lexmark, Canon, Xerox in both hardware and software is preferred.
  • HP printer knowledge is a plus.
  • CCNA or equivalent knowledge.
  • ITIL basics knowledge preferred.
  • AGILE knowledge is a plus.
  • Yellow / Green belt knowledge is a plus.
  • Impact / Scope

    Comfortable managing technical issues as well as customer business impact and ability to blend and appreciate these aspects in communication with customers.

    Deliver at least 1 internal training session / quarter (includes prep + delivery) which is aligned with business needs.

    Complexity

    As a specialist is more self-assured and assertive dealing directly / indirectly with customers Is acutely conscious of the customer environment and business / political impact of support actions.

    Reportar esta oferta
    checkmark

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    Inscribirse
    Mi Correo Electrónico
    Al hacer clic en la opción "Continuar", doy mi consentimiento para que neuvoo procese mis datos de conformidad con lo establecido en su Política de privacidad . Puedo darme de baja o retirar mi autorización en cualquier momento.
    Continuar
    Formulario de postulación