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About the role
Key responsibilities & impact- Provide installation information, site-specific information, and relevant contacts to improve customer experience.
- Address customer-relation challenges, provide guidance, and escalate issues according to established protocols.
- Deliver software services across pre-sales, post-sales, and service delivery support.
- Deliver tailored solutions to large enterprise, complex, or corporate accounts.
- Use proactive monitoring techniques and tools to prevent problems and enhance customer experiences.
- Provide site support for customer break-fix activities and technical assistance to third-party and authorized service providers.
- Lead onsite escalation support when needed.
- Resolve complex issues and recommend improvements using creative and effective approaches.
- Coordinate departmental work, mentor the team, and serve as an escalation point.
- Identify improvement opportunities and assure effective business controls through review, analysis, and verification.
- Coordinate functional work, assist departments, monitor process execution, and foster positive working relationships.
Requirements
What you’ll need- High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
- 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.
- Knowledge of automation, chemistry, commissioning, customer relationship management, customer support, electrical engineering, electromechanics, electronics, environment health and safety, field service management, hand tools, KPIs, operating systems, preventive maintenance, process improvement, safety standards, technical services, technical support, technical training, and test equipment.
- 75% travel required.
Benefits
Comp & perks- Health insurance
- Dental insurance
- Vision insurance
- Long term/short term disability insurance
- Employee assistance program
- Flexible spending account
- Life insurance
- 4-12 weeks fully paid parental leave based on tenure
- 13 paid holidays
- 15 days paid time off