Field Technical Support (Santa Fe)

Job Summary

As a field technical support, you will be a technical focal point for our Channels Partners and customers to provide remote or on-site technical support utilizing advanced technical expertise in critical printing technology areas, resolving complex issues, and collaborating with technical cross-organizations. You will be working in a diverse environment with and extensive team, backgrounds, and different nationalities across Latin America. The role also provides innovative problem-solving, opportunities to lead strategic projects and programs, and contributes to operational excellence in a Service Delivery Organization.

Responsibilities

• Resolves problems promptly and appropriately by providing deep technical remote support or hands-on at customer sites, escalating issues according to established process and SLAs, also leads customer expectation management as part of the escalation process.
• Take ownership of the regular and complex problems assigned, demonstrating technical authority, and holding full accountability until resolution.
• Collaborates extensively with internal and external groups to resolve customer issues, actively contributing to the team's effectiveness.
• Proper case management at company CRM.
• Interprets internal/external business challenges and recommends best practices to improve products, processes, or services.
• Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans.
• Keeping updated with the latest product developments and tools.
• Participate in Webinars, attend F2F training and dedicate time to self-development.
• Cultivates and maintains strong relationships up to senior management levels in assigned duties.
• Support knowledge transfer activities to customers and Channels Partners.

Travel

• Travel Availability up to 50%.

Education & Experience Recommended

• Degree in computer science, electronics, mechanical engineering, or any other related technology discipline.
• Typically has 4-7 years of work experience as a Field Service Engineer or technical support, preferably in HP Indigo products or printing Industry.
• English Proficiency.

Knowledge & Skills

Advanced proficiency in:

• Electronics (including reading wiring diagrams)
• Mechanics
• PC’s, Windows SW, basic Networking skills
• Pneumatics/Hydraulics
• Automation systems
• Systems troubleshooting methodology
• Problem Solving
• Presentations skills
• Remote or Onsite Customer Support
• Customer Relationship Management
• Field Service Management
• CRM management
• Process oriented
• Key Performance Indicators (KPIs)
• Team collaboration
• Preventive and proactive approach for service activities
• Intermediate knowledge in project Management
• Administrative management
• Can do attitude
• Prior experience with Indigo products and technologies is a strong advantage

Cross-Org Skills

• Strong and effective communication
• Results Orientation
• Learning Agility
• Customer Centricity
• Change adoption
• High Level English speaker

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 complex issues within established guidelines.