Volume Service Business Technical Support Rep 3

Description -

Job Summary

• This role is responsible for providing advanced product support for high-volume products, executing the onsite delivery of hardware support services, post-sales or break-fix service delivery support, installation, and configuration for customer environments. The role ensures customer satisfaction through standardized services and process improvements and fosters a culture of excellent customer service. The role aligns work with strategic goals, adheres to established standards, and completes assignments independently while identifying and solving diverse problems with minimal supervision.

Responsibilities

• Executes installations, maintenance tasks, and repairs on customer equipment as well as configures hardware, software, and network components within the system.
• Provides advanced product support for high-volume products as well as offers reactive break-fix support and installation services for both low-end/mid-end and high-end products.
• Engages with customers according to established protocols to ascertain and uphold their satisfaction and delivers standardized services to meet customer requirements.
• Identifies ways to avoid recurrence of customer issues by regularly improving processes, reviewing technical articles, and recommending changes.
• Develops, updates, and/or maintains standard operating procedures (SOPs), adhering to strict safety and quality standards.
• Plays a key role in growing and improving the company's culture/framework of excellent customer service.
• Aligns individual work with strategy, collaborates with teams to enhance operations and implement process improvements to standardize processes globally.
• Adheres to established standards, ensuring data confidentiality, and supports execution of business processes with independent judgment.
• Completes process-oriented assignments, shares technical information, and supports department-level operational plans.
• Identifies and solves varied problems and completes day-to-day tasks with forward planning and minimal supervision.

Education & Experience Recommended

• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
• Typically has 4-6 years of related work experience, preferably in hardware support, post sales delivery support, installation, or a related field.

Preferred Certifications

NA

Knowledge & Skills

• Automation
• Chemistry
• Commissioning
• Customer Relationship Management
• Customer Support
• Electrical Engineering
• Electromechanics
• Electronics
• Environment Health And Safety
• Field Service Management
• Hand Tools
• Key Performance Indicators (KPIs)
• Operating Systems
• Preventive Maintenance
• Process Improvement
• Safety Standards
• Technical Services
• Technical Support
• Technical Training
• Test Equipment

Cross-Org Skills

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope

• Impacts multiple teams and acts as a project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity

• Works on assignments that are moderately complex in nature and require intermediate problem resolution.

Disclaimer

• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

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Equal Opportunity Employer (EEO)-

HP, 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).

Please 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.

For 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 "