Field Technical Support Associate

Description -

Job Summary

• This role is responsible for offering comprehensive software services focused on proactive and reactive services for mission critical customers and for enhancing customer satisfaction by addressing their requirements, providing guidance, and resolving challenges within established procedures. The role monitors operational performance, drives field operations deployment, and contributes solutions to prevent recurring problems and incidents. The role also supports business growth, oversees process improvement, assigns responsibilities, troubleshoots complex issues, and provides mentoring to enhance organizational performance.

Responsibilities

• Elevates customer satisfaction levels through the precise understanding and fulfillment of their requirements, promptly addressing any customer-related challenges and providing appropriate guidance while adhering to established procedures.
• Offers comprehensive software services, encompassing pre-sales, post-sales, and service delivery support, with a specialized focus on proactive and reactive services for mission critical customers.
• Monitors operational performance and proactively engages in corrective action planning when necessary to uphold optimal service standards.
• Manages and drives deployment and sustainment of field operations, including escalations and expedites.
• Provides ideas and solutions to prevent problems and support incidents from reoccurring that impact the areas of client computing support and overall employee productivity.
• Contributes to the organization's profitability by generating and cultivating new business opportunities and providing technical support for deal proposal development.
• Coordinates departmental work, identifies improvement opportunities, and ensures effective business controls for streamlined processes.
• Leads and assigns responsibilities for complex requests, contributing innovative concepts, and implementing changes for process improvement.
• Proactively monitors and troubleshoots complex problems, collaborating with exempt-level employees to develop recommendations.
• Analyzes tasks, collaborates with internal partners, and provides mentoring and guidance to lower-level roles, aiming to enhance organizational performance.

Education & Experience Recommended

• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
• Typically has 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.

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 departments and leads large, cross-division functional teams or projects.

Complexity

• Works on assignments that are highly complex in nature where a strong degree of initiative and technical knowledge are required to resolve problems.

Disclaimer

• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.