Hardware Remote Technical Representative (Boise, ID)

| Boise, ID
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Hardware Remote Technical Representative

Description -

Provide best in class Engineering remote support diagnoses for HP Indigo digital press for external and internal customers.

As trusted advisor, should be self-motivated and will create and maintain effective customer relationships so as to ensure customer satisfaction by providing firsthand resolution to technical highly complex in nature malfunctions, should maintain knowledge of leading-edge technologies and actively contribute to HP's technical knowledge portfolio by providing information ranging from technical knowledge to methodologies based on experience gained from customer engagement.

The candidate for this position may work in Boise, ID or remotely within the United States.

  • Strong analytical and remote troubleshooting skills: solid diagnosis skills with ability to remotely collect and manage information.
  • Remote resolve technical issues logged by the customers or proactive notification systems (Predictive) which includes product features, specifications, parts info and compatibility, maintenance routines, educational programs, and technical aspects in general.
  • Responsible for implementing part or all the technical solution to the end user, in accordance with an agreed technical design and following the Remote Technical Support processes.
  • Document case history and interactions with customer in HP's Indigo Service Center (Issue, Customer Inputs, Data gathered, Troubleshooting performed, Diagnostic, Parts Dispatched, Contacts / Follow ups with customer, etc.) Ensure proper handover to field if needed. Prepare FSE prior to the visit, updating case notes and systems with all troubleshooting steps performed.
  • Integration between different department in the company to provide End to End professional complete solution to the customers - customer service oriented!
  • Trigger an onsite interaction (field dispatch) if the issue cannot be fixed remotely. Proper diagnosis and parts identification are key to ensuring proper handover to the FSE (Field Support Engineer).
  • Main Metrics to measure Remote Support Engineer contributions are: Customer Satisfaction, Diagnostic Accuracy, Dispatch Rate and Efficiency.
  • Provide ongoing ideas on improvement in the field of remote Engineering.
  • Team player - collaboration, ONE TEAM ONE GOAL approach

Knowledge and Skills:
  • Strong Technical HP Indigo knowledge - highly preferred
  • Excellent verbal and written communication skills to interact with customers and internally.
  • Experience in a customer facing role (onsite support, remote support or similar) - Preferred.
  • Demonstrates the use of consulting skills including: questioning, listening, development ideas Advanced Software and hardware knowledge of computing.
  • Ability to understand & analyze an issue or problem to develop & implement a corrective action plan.
  • Able to communicate with internal management confidently and demonstrate the professionalism of the job family.
  • Ability to perform while under high-pressure situations.
  • Understanding customer needs and setting the right priorities for each case.
  • Owns and produces customer documentation. Ability to translate technical details into concise and easy to follow steps.

  • High School Diploma, College Degree in a technical field - preferred
  • Preferred: Minimum three (3) years customer service: Remote, Onsite, Training

In accordance with applicable law, an offer of employment is conditional upon you providing proof that you are fully vaccinated against COVID-19 (as defined by the CDC) as of your first day of employment.

HP is an equal opportunity employer: https://www8.hp.com/h20195/v2/GetDocument.aspx?docname=c08129225



Job -

Schedule -
Full time

Shift -
No shift premium (United States of America)

Travel -

Relocation -

EEO Tagline -

HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.
More Information on HP
HP operates in the Information Technology industry. The company is located in Palo Alto, CA. HP was founded in 2022. It has 174794 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 62 open jobs at HP, click here.
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