{"id":2258279,"url":"https://alion.io/job/hp-senior-field-technical-support-consultant","title":"Senior Field Technical Support Consultant","company":{"id":2088298,"name":"HP","domain":"hewlett-packard.de","url":"https://alion.io/company/hewlett-packard-de","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":81,"open_postings":139,"ghost_share":0,"stale_share":0.978,"repost_share":0,"time_to_fill_p50_days":18,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India","Gurgaon, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":14500,"max_usd":34000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":8},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Power BI","optional":false}],"status":"live","first_seen_at":"2026-09-22T00:00:00Z","employer_posted_date":"2026-09-22","last_verified_at":"2026-10-27T02:51:48Z","board_verified":true,"closed_at":null,"days_open":35,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":35},"description":"Senior Field Technical Support ConsultantDescription -\nThe Senior Field Technical Support Consultant is responsible for driving technical escalation management, service quality improvement, partner enablement, operational governance, and customer satisfaction across HP India operations. The role serves as a key technical advisor and escalation leader, collaborating with Field Operations, ATS, Care Center, Supply Chain, Quality, Engineering, and business stakeholders to resolve complex customer issues, improve service delivery performance, and drive continuous operational improvement.\nKey Responsibilities\nService Quality & Operational Excellence\nMonitor and improve key service metrics including RR30, PPSNC, AIR, AFR, CE Scorecard, and repair quality indicators.\nIdentify operational improvement opportunities through data analysis and trend reviews.\nDevelop and implement corrective action plans to improve overall service performance.\nSupport cost reduction, waste elimination, and serviceability improvement initiatives.\nPartner Enablement & Capability Development\nDesign and conduct technical, process, and quality training programs for HP partners and subcontractors.\nLead Train-the-Trainer (TTT) initiatives, field coaching, audits, and ride-along programs.\nDevelop SOPs, knowledge articles, troubleshooting guides, checklists, and customer education materials.\nDrive partner readiness for new products, diagnostics, and service processes.\nCustomer Experience & Governance\nWork closely with strategic customers and account teams to resolve business-critical issues.\nImprove customer experience through proactive communication, technical advisories, and escalation management.\nEnsure warranty compliance, service policy adherence, and quality governance across the service ecosystem.\nRepresent HP in customer reviews, technical discussions, and operational governance forums.\nAnalytics & Reporting\nAnalyze service, repair, and material consumption data to identify trends, risks, and improvement opportunities.\nBuild executive dashboards, operational reviews, leadership updates, and business performance reports.\nDeliver actionable insights to improve efficiency, service quality, and customer outcomes.\nSupport data-driven decision making through report automation and process optimization initiatives.\nInnovation & Process Improvement\nDrive initiatives that improve repair efficiency, reduce part consumption, and enhance serviceability.\nContribute to automation and RPA projects that eliminate manual effort and improve turnaround time.\nLead deployment of new tools, diagnostics, and operational best practices across service teams.\nPromote a culture of continuous improvement and innovation.\nTechnical Escalation Management\nOwn end-to-end resolution of critical customer escalations and high-impact technical incidents.\nAct as Subject Matter Expert (SME) for complex hardware and service delivery issues.\nDrive cross-functional collaboration across Field, Quality, ATS, Supply Chain, Engineering, and Global support teams.\nProvide technical guidance for root cause analysis (RCA), corrective actions, and recovery strategies.\nRequired Skills\nTechnical Escalation Management\nService Delivery & Field Operations\nRCA & Problem Solving\nCustomer Relationship Management\nData Analysis & Reporting\nOperational Governance\nProcess Improvement\nStakeholder Management\nTechnical Training & Mentoring\nCross-Functional Leadership\nPower BI / Excel Analytics\nDocumentation & Knowledge Management\nKey Performance Indicators (KPIs)\nRR30 Improvement\nPPSNC Optimization\nCustomer Satisfaction & Escalation Closure\nService Quality Metrics\nCost Savings & Waste Reduction\nTraining Effectiveness\nSLA Compliance\nPartner Performance Improvement\nEscalation Resolution Time\nOperational Efficiency Gains\nEducation and Experience\n8-12 years in Personal Systems and Technology Operations.\nMinimum of Bachelor's degree/ Diploma.\nImpact Statement\nThis role is accountable for improving HP's service quality, customer experience, operational efficiency, and partner capability across India. The position combines technical leadership, business escalation management, data-driven governance, and cross-functional collaboration to deliver sustainable improvements and customer-first outcomes.\nJob -\nServicesSchedule -\nFull timeShift -\nNo shift premium (India)Travel -\nRelocation -\nEqual Opportunity Employer (EEO)-\nHP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).\nPlease be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.\nFor more information, review HP’sEEO Policy or read about your rights as an applicant under the law here: “ Know Your Rights: Workplace Discrimination is Illegal \"","description_format":"text","description_chars":5314,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":true,"industries":["Laptops","Printers & Scanners"],"lifecycle":[{"event":"open","at":"2026-10-11T04:25:56Z"}],"visa":[],"liveness":{"score":21,"band":"cold","label":"Long shot","p_open":1,"p_active":0.471,"p_room":0.45,"age_days":34,"expected_fill_days":18,"reasons":["conf:3","stale_co","velocity","win:tail","comp:brand"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/hp-senior-field-technical-support-consultant","json_url":"https://alion.io/job/hp-senior-field-technical-support-consultant.json","meta":{"generated_at":"2026-10-27T03:14:04Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2685,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2088298},"rest":"https://alion.io/mcp/rest/get_company?id=2088298"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhp-senior-field-technical-support-consultant"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhp-senior-field-technical-support-consultant"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhp-senior-field-technical-support-consultant"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hp-senior-field-technical-support-consultant\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhp-senior-field-technical-support-consultant"}]}