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**Job Summary**- This role is responsible for leading technical support for end users and authorized service providers, utilizing proactive monitoring for issue prevention.
The role maintains high customer satisfaction levels, addressing customer-related issues promptly, and offering comprehensive software services for post-sales and service delivery support.
The role maintains documentation, collaborates for process improvement, ensures data confidentiality, and completes tasks with mínimal supervision.
**Responsibilities**- Maintains high level of customer satisfaction by clarifying customer requirements and guaranteeing their fulfillment.- Addresses and manages customer-relation issues with promptness and appropriateness, ensuring that concerns are resolved and escalated as per established protocols.- Leads direct post-sales technical support for end users and organization's authorized service providers, resolving technical challenges on designated hardware and software platforms.- Employs proactive monitoring methods and tools to identify opportunities for preventing problems and enhancing customer experiences.- Maintains departmental documentation on work orders, software, inventory, and other paperwork required.- Aligns individual work with strategy, collaborates with teams to enhance operations and implement process improvements to standardize processes globally.- Adheres to established standards, ensuring data confidentiality, and supports execution of business processes with independent judgment.- Completes process-oriented assignments, shares technical information, and supports department-level operational plans.- Identifies and solves varied problems and completes day-to-day tasks with forward planning and mínimal supervision.
**Education & Experience** Recommended**- High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.- Typically has 4-6 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 multiple teams and acts as a project leader providing direction to team activities and facilitates information validation and team decision making process