Fleet Engineer - Specialist
HP
Heredia, Heredia, Costa Rica
hace 15 horas

Applies 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.

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

    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.

    About HP

    You’re out to reimagine and reinvent what’s possible in your career as well as the world around you.

    Soare we. We love taking on tough challenges, disrupting the status quo,and creating what’s next. We’re in search of talented people who areinspired by big challenges, driven to learn and grow, and dedicated tomaking a meaningful difference.

    HP is a technology company that operates in more than 170 countries around the world united in creating technology that makes life better for everyone, everywhere.

    Our history : HP’s commitment to diversity, equity and inclusion it's just who we are.

    From the boardroom to factory floor, we create a culture where everyone isrespected and where people can be themselves, while being a part ofsomething bigger than themselves.

    We celebrate the notion that you canbelong at HP and bring your authentic self to work each and every day.When you do that, you’re more innovative and that helps grow our bottomline. Come to HP and thrive!

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