Advanced Technical Support (ATS) Print Engineer - German-Speaking

Advanced Technical Support (ATS) Print Engineer - German-Speaking

Description -

EMEA Printing - Advanced Technical Support Engineer - DACH region

As an ATS Engineer for Printing business, you'll be part of a broader team of people, distributed across 14 countries in EMEA. You will develop subject matter expertise to solve common and com- plex hardware & software issues within established guidelines.

Primary accountability will be solving those customer technical incidents that the first level of sup- port (mainly contact centres) are not able to solve (the most complex and new technical issues). Day-to-day activities will require to investigate, troubleshoot and resolve customer's technical is- sues, both remotely and live. There will be a support provided by a group of technical experts in the R&D organization, but at the same time the role needs to focus on technical elevation prevention, by leading the relationship with the first level technical support to raise their technical level and limit the number of cases they are not able to solve. Your primary focus will be Germany, Austria and Switzerland.

As an Advanced Technical Support Engineer, you will:

• Successfully resolve technical issues (50% software related, 50% hardware) from in- coming internal or external businesses and end user's contacts and proactive notifica- tion 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- criti- cal). .
• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
• Ability to act as a mentor and guide other employees. Ability to provide direction and guidance to process improvements.
• Ability to articulate clearly, recommend and explain resolutions /clients.
• Understand and utilize ITIL (Information Technology Infrastructure Library)
• Represent and lead an HP team in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
• Partners actively with the Sales Pursuit team.

Required skillset:

• Bachelor or master's degree.
• 5 years of experience in relevant technologies and customer environments.
• Experience in troubleshooting in a technical environment.
• Software and hardware knowledge of printers.
• Advanced proficiency with case management databases and tools.
• Ability to solve and document solutions for the usage of other technicians and customers.
• Ability to lead resolution activities with escalated customers.
• Ability to contribute to technical action plans.
• Fluent English & German is a must
• Strong communication & presentation skills.
• Capability to work across different IT environments.
• Demonstrates the ability to think strategically and to drive strategic outcomes autonomously.
• Strong analytical and problem-solving skills - capacity to interpret complex data
• Demonstrated ability to lead and drive change across functions; change management knowledge is a plus

Impact & Scope:

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

Complexity:

Responds to moderately/high complex issues within established guidelines.

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

Job -
Services

Schedule -
Full time

Shift -
No shift premium (Tunisia)

Travel -
Not Specified

Relocation -

Equal Opportunity Employer (EEO) -

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