*job summary*
- this role is responsible for improving the customer experience by providing installation information, addressing challenges, and delivering software services across pre-sales, post-sales, and service delivery support. The role caters to diverse customer needs, offering tailored solutions to complex accounts. The role employs proactive monitoring techniques, offers site support for break-fix activities, and provides expertise in resolving complex issues. The role also coordinates departmental work, mentors the team, identifies improvement opportunities, and fosters positive working relationships.
*responsibilities*
- enhances customer experience by providing a comprehensive overview of installation activities, site-specific information, and access to relevant contacts.
- addresses customer-relation challenges promptly and effectively, delivering guidance and escalating issues according to established protocols.
- offers software services encompassing pre-sales, post-sales, and service delivery support, catering to diverse customer needs.
- delivers services, including tailored solutions, to large enterprise, complex, or corporate accounts, addressing their specific requirements.
- utilizes proactive monitoring techniques and tools to identify opportunities for preventing problems and enhancing customer experiences.
- provides site support for customer break-fix activities, offers technical assistance to third-party and authorized service providers, and leads onsite escalation support when needed.
- applies extensive knowledge, resolves complex issues, and recommends improvements through creative and effective approaches.
- coordinates departmental work, mentors the team, and serves as an escalation point for different issues in the related area of work.
- identifies opportunities for improvement, makes recommendations, and also assures effective business controls through review, analysis, and verification.
- coordinates the functional work within the department, assists various departments, monitors process execution, and fosters positive working relationships with associates and management.
*education & experience* recommended*
- high school diploma/general education diploma (ged)/higher secondary education or commensurate work experience or demonstrated competence.
- typically has 6-8 years of related work experience, preferably in hp products in customer base, account management, computer customer support, on site customer support, mission critical, systems experience, 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 department and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.
*complexity*
- works on assignments that are complex in nature and require initiative and technical/specialized knowledge to resolve problems and/or develop recommended solutions.
*disclaimer