Remote Technical Support – Indigo Product Leader

By | October 29, 2022

Job Responsibilities : Remote Technical Support – Indigo Product Leader

Salary : $59900 per year

Company : HP

Location : Remote US

We are looking for a world-class support expert to provide escalation level guidance to a team of Indigo press remote technical support engineers.

Qualifications

  • Experience:
    • Remote Support (RSE) – Applicable working experience providing technical support to customers
    • On-Site Support (CE) – Applicable experience working in the field on customer presses including but not limited to: break/fix installation maintenance de-installation upgrades
    • Mentoring/Training – Applicable experience presenting training or other learning activities such as classroom 1:1 in-person or remote.
    • Up to date on all eLearnings

Capabilities

  • Working knowledge of Indigo Series 4/5 Web Press
  • Expertise in all tools and systems (SNOW R@G PVI MyROoms LMI )
  • Knowledge of SW versions (features/benefits Systab reading logs)
  • Knowledge of our internal Indigo RTS processes and procedures
  • Strong Excel and Powerpoint skills
  • Ability to pull data from Tableau and SNOW and create reports

Requirements

  • CE Assessment score >80%
  • Outstanding attendance record
  • Demonstrated customer survey scores with 80% or more promoter scores
  • Active knowledge sharing – submitted or published knowledge articles

Roles & Responsibilities

  • Expert support resource for RSEs case troubleshooting and customer support
  • Assist in preparation and presentation of training and tech debriefs
  • Interface with other teams to reduce silos: Regional Specialists Tech Group etc
  • Case ownership; will be expected to work cases throughout the week
  • Pod Lead primary POC for assigned strategic customer accounts
  • Backup for Alex and Ward as needed
  • Provide feedback to management on RSE performance and areas for improvement

In accordance with applicable law an offer of employment is conditional upon you providing proof that you are fully vaccinated against COVID-19 (as defined by the CDC) as of your first day of employment.

HP is an equal opportunity employer: https://www8.hp.com/h20195/v2/GetDocument.aspx?docname=c08129225

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