Graduate - Care Center Indigo Remote Support Engineer - German Speaking

2 Months ago • All levels • Software Development & Engineering

Job Summary

Job Description

The Remote Support Engineers (ATS L1) are responsible for remotely resolving technical issues for customers, identifying required parts, and determining if a Field Service Engineer (FSE) is needed. They provide fast and effective remote solutions to ensure a high-quality customer experience. The role involves interacting with customers through remote channels (telephone, email, and virtual tools) and following up until the issue is fully resolved. As part of responsibilities the candidate will provide expert support to resolve hardware issues, trigger onsite intervention when needed, keep customers informed of the status of their case, document case history and all customer interactions, prepare the FSE before the visit, guide and advise customers on supplies lifespan, contribute to knowledge management and assist customers on various topics, build strong relationships with customers and Field Engineers.
Must have:
  • Provide remote hardware issue support.
  • Trigger onsite intervention when needed.
  • Keep customers informed of case status.
  • Document all customer interactions.
  • Prepare FSE before visit.
  • Guide customers on supplies.
  • Contribute to knowledge management.
  • Assist customers on inquiries.
Good to have:
  • Experience in customer-facing roles.
  • Skilled in remote troubleshooting.
  • Strong analytical and problem-solving.
  • Familiarity with Graphic Arts technologies.
Perks:
  • Flexibility to keep a good work life balance.
  • Health & Life insurance.
  • Lunch at reduced prices at our canteen / ticket restaurant vouchers.
  • HP product discounts.
  • Flex optimization program: Kindergarten tickets, public transportation tickets.
  • Diverse, continued internal growth and career opportunities.
  • Women, Pride, Young employees, Multicultural, Sustainability and DisAbility!
  • Corporate Volunteering activities.

Job Details

Graduate - Care Center Indigo Remote Support Engineer - German Speaking

Description -

The Remote Support Engineers (ATS L1) are part of the Regional Remote Support organization. They are responsible for remotely resolving technical issues for our customers and, when necessary, identifying required parts and determining whether it is appropriate to dispatch a Field Service Engineer (FSE) for onsite repair.

Providing fast and effective remote solutions ensures high-quality customer experience and maximizes the productivity of our customers' presses. ATS L1 engineers operate within a virtual ecosystem alongside Field Support Engineers, ensuring that the right solution is delivered at the right time.

ATS L1 engineers typically interact with customers through remote channels (telephone, email, and virtual tools) and follow up until the issue is fully resolved. The efficiency and effectiveness of the support provided by ATS L1 engineers are critical to achieving our organizational goals in terms of Customer Experience, Remote Resolution, Quality, and Cost.

As part of our "future-ready" strategy, we are integrating AI into our presses and support ecosystem, including the use of virtual reality tools such as HoloLens and our xRServices project.

Responsibilities:

As an Indigo Remote Support Engineer (ATS L1) this person will work across the different support functions defining the end-to-end activity leading to the right customer solution.

His/Her primary roles are to:

  • Provide expert support to remotely resolve hardware issues for customers, including product calibrations and adjustments.

  • Trigger an onsite intervention (parts and/or FSE dispatch) when the issue cannot be resolved remotely. Accurate diagnosis and correct part identification are key to ensuring a proper handover to the Field Service Engineer (FSE).

  • Keep customers informed of the status of their case, escalate issues within the Remote Support organization as needed, and manage interactions to maximize the Total Customer Experience (TCE). Escalated cases require ATS L1 follow-up until closure.

  • Document case history and all customer interactions in the HP Services System to ensure proper handovers to field teams, enable product/case tracking and support reporting. This includes details such as the issue, customer inputs, data gathered, troubleshooting steps, diagnostics, dispatched parts, and follow-ups.

  • Prepare the FSE before the visit by updating the case notes and systems with all troubleshooting steps performed.

  • Guide and advise customers on supplies lifespan.

  • Contribute to knowledge management by sharing expertise with the rest of the organization.

  • Assist customers on topics such as product features, specifications, part information and compatibility, maintenance routines, training programs, and technical inquiries, based on customer entitlement.

  • Build strong relationships with customers and Field Engineers, fostering collaboration to accelerate issue resolution and support consultancy needs.

Main metrics to measure the Remote Support Engineer (ATS L1) contribution include: Customer Satisfaction, Diagnostic Accuracy, Remote Resolution Rate, Time to Resolve, Parts Consumption, and Efficiency.

Education & Experience:

  • Bachelor’s degree minimum (Engineering preferred – Mechanical, Industrial, or Electrical)

  • Proficient in German and English (written and spoken); additional languages are a plus.

  • Solid technical foundation with the ability to read and interpret electrical and electronic diagrams.

  • Previous experience in customer-facing roles (either onsite or remote technical support) is a plus.

  • Skilled in remote troubleshooting, diagnostics, and use of virtual collaboration tools.

  • Strong analytical and problem-solving mindset, with a clear and concise approach to technical documentation.

  • Familiarity with Graphic Arts technologies, digital printing, or related systems is an advantage.

Experience our benefits:
Being part of HP means access to an international community with lots of growth opportunities within the company, professional development resources, networking opportunities, while enjoying in a great atmosphere making an impact. 
  • Flexibility to keep a good work life balance.
  • Health & Life insurance.
  • Lunch at reduced prices at our canteen / ticket restaurant vouchers.
  • HP product discounts.
  • Flex optimization program: Kindergarten tickets, public transportation tickets.
  • Diverse, continued internal growth and career opportunities. Including HP’s own learning platform and LinkedIn Learning.
  • Women, Pride, Young employees, Multicultural, Sustainability and DisAbility! Just a few of our fantastic global business networks you can get involved with locally.
  • We also dedicate time and resources to contribute with our community through Corporate Volunteering activities, including our onsite HP Charity day.
Sales & Services Entity (ES11)

Job -

Services

Schedule -

Full time

Shift -

No shift premium (Spain)

Travel -

Relocation -

Equal Opportunity Employer (EEO)

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement

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About The Company

Our vision is to create a world where innovation drives extraordinary contributions to humanity. This vision guides everything we do, how we do it, and why we do it.

Our technology – a product and service portfolio of personal systems, printers, and 3D printing solutions – was created to inspire our vision and we are doing everything in our power across climate action, human rights, and digital equity to make it so.

We believe thoughtful ideas can come from anyone, anywhere, at any time. And all it takes is one to change the world.

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