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Technical Support Engineer with native English (m/f/d) 1019AA

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Brief Description of the Role

Support the end customers (3D service bureaus & enterprise customers), channel partners and HP Service workforce on the resolution of 3D Printers technical issues and accelerate the adoption of HP JetFusion products by building a competitive advantage through a lean support experience in the 3D printing market.

Job Description

  • The team of Remote Support Engineers (RSE) are part of the Global Care Center organization within 3D Solution Services and is responsible for remotely resolving the technical issues of our customers, identifying, if needed be, 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 sound customer experience and optimizes productivity of our customer equipment. The RSE works closely with our Contact Center Agents, Competency Center Engineers and Field Support Engineers to ensure that the right solution is delivered at the right time
  • The RSE typically engages with our customers over remote tools (telephone, email and remote access SW) and follows up until the issue is resolved. Support efficiency and effectiveness of the solutions provided by the RSE are key to accomplish our organization goals on Customer Experience, Quality and Cost

Responsibilities

  • As a 3D 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 technical issues and application problems for our customers
  • 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
  • Keep customers informed of the status of their case, elevating issues as needed within the Graphics Services and Support Organization and ensuring that Service Level Agreements are met
  • 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.)
  • Contribute to maintain the Knowledge Mgmt. System (KMS) sharing the knowledge with the rest of the organization
  • Assist Care Center Agents and Customers on subjects such as product features, specifications, parts info and compatibility, maintenance routines, educational programs and technical aspects in general, based on customer entitlement
  • Assist Field Service Engineers during onsite troubleshooting in case of need
  • Build a close professional relationship with the primary accounts assigned though specific customer needs understanding and installed base knowledge that generates mutual trust and enhances customer experience
  • Master on Technical knowledge on HP 3D printing products and technologies and transmit this knowledge to our customers and peers

Conditions

  • Long-term contract
  • 39 hours/week: 12am-9am
  • Opportunity to grow in an international company
  • International and dynamic environment in Barcelona
  • High possibilities to grow inside the company
  • Relocation package for people moving from another country

Requirements

  • Solid technical skills in order to understand printer & system issues
  • Communication skills needed to manage interactions with customers and with different functions across the 3D Support and Services organization
  • Command of Spanish + Native in English
  • Strong technical background with Bachelor's degree in Science/Engineering - preferably Mechanical, Industrial or Electrical Engineering - or equivalent
  • Experience in a customer facing role (onsite support, remote support or similar) valued
  • Experience in Additive Manufacturing technology, 3D Modeling Software - Magics (Materialise) and NetFabb (Autodesk) and/or 3D printing workflows valued
  • Experience in Graphics Arts products and related technologies valued
  • Ability to follow and read electrical / electronic diagrams valued

*Recruitment processes do not discriminate candidacies by age/disability/ethnic/marital status/gender/nationality/ideology/politic/race/religion/sexual orientation*

 

 

SELLBYTEL | Webhelp Group
Avda. Diagonal 197
08018 Barcelona
Phone +34 93 4005 000
E-mail se.letyblles@snop.trebla

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