HP Customer Support and Services Onsite Delivery

HP's Customer Support & Services On-site Delivery organization works with our customers to effectively manage their IT needs across their businesses, across the world. Our Field Tech Support Reps, the backbone of our Printer & Personal Systems Services business, are assigned to, and engage in, projects at our customers' sites across a wide variety of industry verticals including Retail, Financial Services, Healthcare, Insurance, and Manufacturing.

The complexity of technology deployment, management, and support is creating demand for evolved technology support service offerings that meet performance, cost, availability, reliability, security, and scalability demands. The appetite for HP Services Support is expanding rapidly as enterprises of all stripes realize they can't "do it all". The onsite organization will provide the best in class customer experience for our customers.

Role of Field Technical Support Representative

The On-site Delivery team requires a new Field Support Representative to service our customers in the Montreal area. The Field Technical Support Representative is crucial to post sales service delivery. You'll be involved in the repair of a variety of HP Print and Graphics Hardware and Personal Computers, as well as have exposure to networking products and operating systems. You will be responsible for delivering high quality onsite hardware support service to a large customer base, from Enterprise to SMB customers. You'll install and repair print systems, laptop and desktop computers, workstations, graphic print products and peripherals at various customer locations with minimal supervision. You'll also run on-site and remote diagnostics and support account managers in a 24/7 environment.

Customer Support (CS) supports HP’s Printing and Personal Systems organization that includes personal computers, technical workstations, printers, graphics solutions, managed-print services and internet services. The CS organization is committed to delivering the best customer experience and service delivery.

Applies developed knowledge of the job skills, company policies and procedures to complete a wide variety of difficult assignments/tasks. Thorough understanding of the general/technical aspects of the job. Works on assignments that are moderately complex in nature and require ordinary problem resolution and independent judgment. Works under limited supervision and normally receives no instruction on routine work and general instructions given for new assignments.

Responsibilities:

• Main responsibility is to repair printers MFPs etc, on the road.
• Primary contact for all customer related service issues that are assigned.
• Interact with Customers to ensure a high level of Customer satisfaction following established procedures.
• Establish and promote professional business relationships with our customers.
• Provide information to HP systems to fulfill real time administrative needs.
• Achieve productivity and quality goals as set forth by management.
• Deliver standard services.
• Configure system hardware, software and network components.
• Perform installations, reinstallations, maintenance, and repairs on Customer equipment.
• Provide advanced product support for volume products.
• Provide break-fix reactive support and installation for low-end/mid-end and high-end products.
• Maintain high level Customer satisfaction by clarifying Customer needs and ensuring that they are met.
• Handle Customer-relation problems promptly and appropriately, escalate issues according to established procedures.
• Provide software service, post- sales or service delivery support and solve applications problems for remote or local accounts, on standard and specialized systems.
• Provide direct post-sales systems technical support to end users and HP Authorized Service Providers.
• Solve technical problems on an assigned hardware and software platforms.
• Use proactive monitoring procedures/tools to identify problem prevention opportunities.

Education and Experience Required:

• Minimum Vocational/Diploma/ Associate Degree (technical field) equivalent with 2-4 years of working experience in related fields or Degree holder with 1-2 years relevant working experience. Must possess a valid Quebec driver's license. Travel is required.
• Must be bilingual in French and English.

Knowledge and Skills:

• Hardware troubleshooting skills.
• Relevant product/company knowledge.
• Very strong analytical and technical problem-solving skills.
• Strong and professional communications skills; proficient in oral, written and telephone communication skills.
• Fundamental presentation skills.
• Ability to gather relevant information systematically and to solve problems, anticipate needs, develop and propose solutions and gain agreement.
• Ability to build and maintain ongoing relationships with customers, peers and support partners.
• Ability to effectively interact and communicate with people at all levels.
• Perform reporting and administrative functions. Manage time effectively.
• Self-motivated individual with a commitment to excellence and willing to accept new challenges in a dynamic environment.
• Identifies/resolves complex malfunctions, runs system diagnostics/tests, and installs a wide variety of hardware and software.
• Highly motivated by customer satisfaction and enjoy working in a TEAM environment with various teams in the support area.
• Knowledge of corporate organization, job, and policies.
• Advanced knowledge of operating systems and software.
• Ability to develop Customer relationships.
• Ability to lift 50 lbs.
• Ability to perform while under high-pressure situations.
• Ability to work in a team environment.
• Basic networking, O/S, and troubleshooting knowledge.
• Detailed understanding of general/technical aspects of the onsite system repair job.

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